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Use this simple Workforce Management (WFM) ROI calculator to understand potential savings that could help transform your workforce planning and resource planning contact centre operations.

Introduction to Gamification Gamification is not a new concept. We’ve seen it used in various guises  over the years, from sales teams recording the number of sales made and posting them for team members to see, to insurance companies gamifying the customer experience to build loyalty, Vitality being the perfect example with its point reward systems that rewards customers for staying active and healthy. Gamification is particularly effective for engaging employees carrying out high volume and repetitive tasks, making it the perfect...

Workforce management (WFM) software helps organisations, in particular contact centres, with resource planning by automating the process of forecasting and scheduling when and which staff should be working, in order to operate efficiently, cost effectively and within acceptable service levels. This in turn, will help boost the customer experience (CX).  Its main purpose is to help calculate the number of agents or staff with the necessary skill sets needed at particular times of the day to manage customer interactions optimally...

Mistakes you should avoid when scheduling agents with Workforce Management technology  Running an efficient and profitable contact centre can be challenging. Scheduling agents to manage the workload is extremely important to ensure service level agreements are constantly met. In order to do so effectively, you need to be able to constantly match your finite staff resources and budgets with the following: Different requirements and KPIs as agreed with your internal and/or external customers Expected and unexpected fluctuations in the volume...

Originally taken from our contribution on the Corporate Modelling website Workforce productivity is usually at the top of every organisations priorities. But when it comes to a contact centres back-office, being able to measure performance and productivity isn’t always as straightforward as it is for the front office and customer facing agents. In most organisations, back-office environments perform operations which are vital to keeping the wheels of the business turning. However, even though it has been established that the back-office forms a...

Cloud versus On-premise is a popular battle. With growing customer demands, businesses now have to optimise their existing IT infrastructures in order to deliver outstanding customer experience and survive in a competitive environment. A report from The State of Customer Experience 2017, showed that Cloud Contact Centres are substituting on-premise call centres, with 39% of Contact Centres in the UK migrating to the Cloud, and 57% planning to move within the next few years. If you have been considering moving...

How to keep your employees fully operational from home during the Coronavirus outbreak The recent global challenge surrounding Coronavirus is adding pressure on organisations to remain operational whilst safeguarding their employee’s welfare. The outbreak in the UK has highlighted the need for all organisations to introduce additional systems and processes around contingency planning, which previously were not such a high priority. Rapidly deployable solutions to support remote working: Route Communications To Employees Regardless of Location OPEX Enterprise allows organisations to...

Why is Workforce Management Scheduling & Planning Important? In order to meet customer demands, workforce planners need to ensure that their Workforce Management scheduling & planning is up to scratch. With the number of customer contact channels continuously increasing, workforce planning and scheduling can be an extremely complex and labour intensive job. Accuracy can quickly get compromised when variables such as agent training, absenteeism, holidays and staff work-time preferences are added into the equation. Accurate shift patterns are the key...

The City Regulator has been tough on issuing fines for compliance recording in the last few years. In fact, they have issued fines for several reasons ranging from compliance recording, misreporting of transactions and anti-money laundering failings. It’s a volatile world out there, and the failure to manage risk appropriately for many financial institutions has been costly. Let’s set the scene. According to the Guardian, the City regulator imposed more fines on companies in the first half of 2019 than...

Operational complexity, increasingly stringent regulations and a competitive marketplace are driving operating costs higher every year, so what can you do to get ahead of the curve?  Productivity in the insurance sector according to research has barely moved in the last 10 years, so it’s time to take a strategic look at how you can boost productivity and cut operating costs, ensuring your business won’t eventually flatline. So, let’s look at the over arching business goal of boosting productivity and...

In our previous post we looked at the psychology behind gamification and important questions that need to be addressed prior to implementing gamification in any given workplace. Think of play as being at the root of gamification and when done well, people can engage in playful activities and still do business at the same time. Some of the questions we addressed were: What are your employees needs and goals? Why are they playing? What’s holding your employees back from achieving their...

Getting the most out of Workforce Management  Workforce management (WFM) systems are typically used in organisations dedicated to managing staff efficiently in order to meet service level agreements, avoid huge overtime expenditures and overstaffing. A significant number of contact centres across the UK have already deployed a WFM solution however in recent years workforce management technology has evolved substantially which means that not all organisations necessarily have access to the latest features or may be using them to best advantage. We...