Workforce Management is all about assigning the right employees with the right skills to the right job at the right time.
Achieving cost-effective by accurate analysis and forecasting helps contact centers strike the optimal balance between workload and staffing
Workforce Planning Design
When designing the working plan, several steps should be followed:
- analysis of the volume of incoming calls for the previous period;
- prediction of the volume of incoming calls for next time interval;
- outlining the staffing requirements for the target period ( depending on the predicted workload, targeted performance and outgoing campaigns), the shifts for next period and the number of agents required for each shift;
- define which activity to be performed by each of the agents on each time interval of the allocated shifts.
Furthermore, planners are provided with a consistent set of tools to achieve optimal resource distribution: Shifts’ Designer, Agent Rostering, Daytime Activities Designer and Time-off Management
Staffing Requirement Forecast
For workforce planning to be successful, one must be able to accurately predict the short, medium and long-term staffing requirements
The Workforce Management application gives you a way to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources
Making the right decisions means taking into account skill levels, scheduling constraints, regulatory labor restrictions, demand and service level obejctives
Analysis & Monitoring
The application records every deviation between the planned schedule and the actual situation, and it’s done in real time. It can also determine whether your staffing requirement forecasts were accurate, and whether everything is going according to schedule
In addition, comprehensive reports based on your business needs help you compare targets with actual data, all the touch of a button
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