1 / 13

Unlocking Workforce Management Efficiency: The Three Steps of Advanced Analysis

Discover how to optimize your contact center operations with Advanced Analysis - a vital approach for effective workforce management (WFM). Learn to Love the Numbers by analyzing key metrics, Learn to Optimize by reviewing staff plans and diversifying shift lengths, and Live the Plan by collaborating with teams. Implementing these three steps has proven to reduce staff requirements by 20%, lower network costs, and increase agent occupancy. Embrace advanced analysis to cut costs, improve scheduling accuracy, and enhance workforce efficiency in your organization.

lizina
Download Presentation

Unlocking Workforce Management Efficiency: The Three Steps of Advanced Analysis

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Advanced Analysis Anonymous Ryanne Mayers Harris

  2. The Three Steps of AAA WFM AAA Love the NUMBERS Learn to OPTIMIZE Live the PLAN

  3. WFM AAA Taking a deep dive into the data WFM AAA One way to cut costs in your contact center WFM AAA Finding opportunities to optimize WFM AAA Reviewing staff plans for accuracy Advanced Analysis

  4. Step #1: Love the NUMBERS • WFM • ACD • Local and Long Distance Providers • Agents

  5. Tools and Resources

  6. Step #2: Learn to OPTIMIZE • Review staff plans often • Diversify shift lengths • Determine the optimal number of staff • Simplify • Consolidate

  7. Step #3: Live the PLAN • Actively look for ways to optimize • Engage operations team • Be an advocate for workforce management processes, policies and procedures

  8. Why Should I do it? • Advanced Analysis allows you to: • Optimize operations • Cut costs • Plan for future needs • Deliver more accurate schedules WFM AAA

  9. inContact/WFM Forecast

  10. inContact/WFM Simulation

  11. One Contact Center’s Experience • 20% reduction in staff requirements by adding blended schedules • Reduction in network costs • Workload blending increased agent occupancy by 18%

  12. Three Key Takeaways One Two Three Advanced analysis is a critical part of knowing your contact center and searching for ways to optimize. Advanced analysis is worth the time and effort. inContact/WFM makes advanced analysis more accessible to the beginner, and is a great resource for the seasoned workforce professional.

More Related