With 60% – 70% of contact center costs associated with labor, companies consistently struggle with having or supporting an effective Workforce Management (WFM) strategy. Workforce Management is the foundation block for ensuring your contact center is efficient. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with the right skills, in the right place, at the right time, across all communication channels.
Workforce Management should be a corporate strategy, and workforce managers are the “traffic control towers” within your organization adjusting to these changing environments. No matter how large or small your organization may be, the goal, principals, and process remain constant:
- Do more with less
- Forecast accuracy and long-term planning
- Staff flexibility
- Schedule adherence monitoring
- Off phone/work management
All of these factors safeguard your business from the burdens of having dissatisfied customers, poor customer experiences and unhappy agents.
Join me at the 2015 Society of Workforce Planning Professional’s (SWPP) Annual Conference March 2-4 in Nashville, TN. You won’t want to miss my session on Tuesday, March 3rd, “Take Your Workforce Management from Zero to Hero,” at 3:45pm. During this workshop, we will talk about the five basic steps that are necessary for any WFM process. These repeatable steps are necessary to meet your basic staffing requirements and set your organization up for success. We will follow with five tips to bring your WFM strategies to the next level. Whether you are new to WFM or a seasoned expert, we want you to join us! This session will be interactive, so bring your tips, tricks, and challenges!