Webinar Slides: Four Things to Reconsider About WFM


invision-webinar

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Slides are available from our webinar on workforce management along with all of the Questions and Answers.

Getting the right number of resources in place at the right time is tough – no doubt about it. But the problem is magnified by the fact that some workforce managers continue to follow the same old processes year after year, spending much effort with no better results.

This session will take a look at some of the most common WFM stumbling blocks and how contact centres are responding to new workforce challenges.

Hear about how the wrong measures, ill-conceived goals, inflexible practices, and outdated technology may be holding you back from the most effective use of your valuable personnel resources.

This session will take a look at some of the most common WFM stumbling blocks and how contact centres are responding to new workforce challenges.

Hear about how the wrong measures, ill-conceived goals, inflexible practices, and outdated technology may be holding you back from the most effective use of your valuable personnel resources.

Agenda:

  • Introductions – Jonty Pearce, Editor –  Call Centre Helper
  • Four Things to Reconsider About Workforce Management in 2011 – Penny Reynolds, Senior Partner – The Call Center School.

 

  • The InVision Value Proposition – Chris Dealy, Invision Software
  • Interactive Questions and Answers

 

Topics to be discussed:

  • Ways to improve forecast accuracy
  • An industry shift in service levels goals and expectations
  • Practical ways to create a more flexible workforce
  • New choices for WFM tools that provide maximum capabilities at minimum cost
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This webinar is provided by Call Centre Helper and is sponsored by InVision Software.


Questions & Answers:

Q1: What if legal regulations do not approve more than an 8-hour shift?
Penny A1: Certainly you have to consider legal regulations. In the USA, some states like California call more than 8 hours a day overtime, while other states use the 40 hours per week definition and therefore can schedule more than 8 hours per day and still be legal. I am not as familiar with the legal possibilities in the UK and Europe — is it a governmental restriction to not work more than 8 hours per day, or a union rule, or a company rule?  Is there a way to get these longer days approved?
Chris A1: You should look for a WFM tool that is capable of automatically generating optimised schedules which respect all relevant legal regulations and other constraints such as shifts not exceeding 8 hours in length. This compliance should apply both at the schedule generation stage and to any tactical changes that are made in response to on-the-day problems such as unplanned spikes; a warning should appear if a proposed change would breach any of the rules. With its pan-European heritage, InVision Enterprise WFM lets you select the exact set of scheduling constraints to match the legislation in your country/region as well as local agreements and contractual obligations.

Q2: Will the InVision systems be able to accommodate a contact centre that has combined and mixed inbound channels (phone/live chat/email)?
Chris A2: Certainly. InVision Enterprise WFM is so called because it was designed from the outset to provide forecasting and scheduling for all communication channels such as phone, live chat and email. It is capable of scheduling these in blended fashion (multi-activity scheduling) or in sequential fashion (block scheduling).

Q3: On First Call Resolution, what would you suggest is the best way to measure this? Currently my organisation discounts transfers since if  a call is transferred through a variety of different agents, but is ultimately resolved, this would be regarded as an FCR call. I would much prefer to use a “first point of contact”.
Penny A3: There are many ways to measure FCR and it generally involves taking measures from multiple systems and piecing it together — no easy one step or measure.  I think you are right to consider FCR from the customer’s point of view and the transfers should count against FCR and rather measure the “first point of contact” percentage.  If you would like to email me, I can send you a recent table that outlines all the ways to measure FCR.

Q4: Can the cloud system be functional outside the UK?
Chris A4: Yes, it is already available in the UK, USA, Germany and Sweden. It will be rolled out to all the territories where InVision operates over the coming months.

Q5: Is there a minimum number of staff you would need to purchase the cloud system?
Chris A5: There is no minimum number and a customer with 15 agents recently signed up. The low cost of our cloud solution means that a viable business case exists where a capex purchase would be hard to justify. Cloud WFM offers a compelling case for operations of all sizes – including large ones. When you take into account the full cost of ownership (including the need to purchase and maintain server hardware and database software, install service packs, perform backups, etc.) a cloud WFM solution is extremely attractive compared to capex / on-premises WFM, regardless of the number of agents, from 15 to thousands.

Q6: What specifications do you recommend for homeworkers? Would you use consumer internet connections or business dedicated ones at the agent end?
Penny A6: Most centres here in North America have agents use high bandwidth DSL or cable they can get as a home consumer.  Some companies pay for this connection and others have agents assume this cost.  A small percentage use dedicated business lines, but most use consumer level internet connections.

Published On: 15th Jun 2011 - Last modified: 7th Apr 2021
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