Art and Science of Workforce Management Explained
If you’ve been around this industry any length of time, you’ve likely heard someone define Workforce Management as “the art and science of making sure the right people are in the right place at the right time.” I wouldn’t exactly call this a definition, but it is something relatively easy for sales people to remember. Definition [...]
Want to Reduce AHT? Focus on the Metrics Inside
Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing [...]
The Cost of Having the Wrong Service Level Goal
There is a price to pay when working to achieve any goal in terms of time, effort and, sometimes, money. In our personal lives, we’re the ones who decide which goals we’re going to pursue and whether what we’re working towards is WORTH the time, effort and, sometimes, money, that we spend. Most of us [...]
5 Resources to Help You Build the Business Case for Workforce Management
Have you decided that next year is the year you will purchase a Workforce Management system? If so, budgeting season is upon us, so it’s time to build your business case now. A Workforce Management system is no longer a “nice-to-have” contact center investment. Actually, it hasn’t been for quite some time, but some centers [...]
The REAL ROI of a Workforce Management Investment
The REAL ROI of a Workforce Management system investment is not within the software. It’s what the software enables you to DO with it that counts. Despite the obvious economic challenges of our time, contact centers continue to invest in Workforce Management technology. Why? Because any technology that directly impacts your business’s most costly resource [...]
Getting Our WFM Priorities in Order
Sometimes in our contact centers, we need to get our priorities straight. When it comes to workforce management, are you focusing on the right things? If not, it’s time to put first things first. If you are familiar with the financial guru Suze Orman, you probably know her famous motto: PEOPLE first, then MONEY, then [...]
