Contact Center Workforce Management - Consider the Unusual First Part 2 - TELUS International Europe
  • Contact Center Workforce Management – Consider the Unusual First Part 2

    In our previous post we started the topic of workforce management, more specifically the importance of having solid workforce management framework. To refresh your memory read the article here. In this post we will further provide you with more workforce management practices that will make you prepared for unusual situations.

    shutterstock_147575957When it comes to managing staffing levels, there are some things you know (like holidays and back to school volume spikes) and some things you just don’t. For the former, solid workforce management practices with clear goals can keep things on track. For the latter, having insight into your provider’s flexibility when things fall outside the box may be what counts when evaluating your contact center partner.

    3. Intraday Management: establish a culture of disciplined adherence to schedule

    Even with effective forecasting and scheduling, things can change quickly. Your provider must be capable of making real-time schedule changes to maintain service levels. To truly establish a culture of disciplined adherence to schedules, agents must be empowered to track their own performance and make adjustments as needed. In this way, agents see how their individual contribution impacts the operations of the contact center program and everyone becomes accountable for proper staffing levels.

    4. Post-day Management: ensure granular visibility on performance to drive accountability

    Post-day management requires review of the previous day’s metrics. Reporting should range from the short interval, granular level (e.g. 30 minutes) to daily, weekly, monthly and quarterly levels for overall trend analysis. Ideally, your provider should view post-day reporting data as a repository of valuable information for actionable forecast and scheduling improvements.



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