Workforce Optimisation

Many organisations implement and manage a call recording or Workforce Optimisation (WFO) solution. These solutions can help improve the customer experience, ensure compliance and reduce operating costs. When the right solution is implemented, organisations then need to ensure it is managed by the right supplier who will understand specific requirements. Related Content [Whitepaper}Top Tips To Consider When Choosing a Call Recording Support Partner However, all too often, we've seen suppliers offer little to no support to customers once the solution...

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.

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...

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...

As for any organisation, employees are a Public Sector organisation’s biggest asset, but they are also their biggest fixed cost. Service does not stop at specific hours and unexpected peaks in demand can arise at anytime making overtime in the Public Sector a common occurrence. However, if not managed adequately, it can have a serious impact on operational costs as well as jeopardise employee morale and quality of work. Being able to effectively optimise the workforce can deliver visible cost...

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...

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...

According to Gartner, close alignment of business intelligence (BI) with performance management has the power to reduce costs, create growth and transform enterprises, all by supporting better decision making throughout an organisation. Businesses define and measure success using agreed strategic goals which translate into the metrics and KPIs used to evaluate performance on a day-to-day basis. But setting targets is not enough. You also need the means to compare actual performance with desired outcomes accurately and efficiently, with enough granular detail...

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...

Which Workforce Management solution is best for you? There are a number of factors that will influence the type of Workforce Management (WFM) solution that will deliver the best results for your organisation.  This is a mature and proven technology and has developed over the years to become the must have tool for optimising resource and also providing agent engagement. What is Workforce Management? In its simplest form it is simply a way of calculating what resource you need compared to what...