9 winning strategies for scheduling and managing the contact center workforce
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In the contact center industry, workforce management is both an art and a science – kind of like baseball. Statistics matter and so does the human ability to “read the play.” Collaboration between client and outsourcer (like an owner and team manager in Major League Baseball) is key to setting your team up for success. In this presentation, we explore the key milestones to creating the best strategy to produce a winning season for your customer service call center team.TRANSCRIPT
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Good historical data is key to your game plan. Look for patterns in the data to inform future performance.
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The forecast is a critical factor in setting up for success. Go deep with input from tech, marketing, and sales teams.
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AHT
FCR
ABANDONS
Good service levelmeasurements
Customer service goals
Align your contact center KPIs to your customer experience goals. Prioritizing AHT requires a different staffing strategy than emphasizing first call resolution, for
example.
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Service level, FTE count, and cost are inextricably linked. A good partner can help you analyze the value of different
service levels and provide options.
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There are peaks and valleys to call volume. Look to underlying data to determine what is really trending
versus what is anomalous so your game plan is rooted in “most likely” scenarios.
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Transparency through interval forecasting and reporting is good for everybody. We don’t mind you watching our team
play...
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9 : 30 AM TO 10:00 AM
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7�Technology helps us create scouting reports on Agents and Call Behavior but it's the people who can make “the reads”
to adjust a game plan in real time that pull off the big wins.
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If there’s an unexpected bout of the flu making it around the center, you’ll benefit by having a pool of cross-trained
people available.
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9� Don’t fall into “paralysis by analysis.” The next call still needs to be answered.
RING RING RING
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All of us on the Call Center Workforce Management (WFM) team at Blue Ocean Contact Centers share a common passion for baseball and statistics. You could ask the chicken or egg question: do we love baseball because we love statistics? Or do we love statistics because we love baseball? Either way, a talent for predictive pattern analysis works as well in managing outsourced call center resources to meet service level as it can in managing a ball team.
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Read our blog posthttp://www.blueocean.ca/the-art-of-winning-the-call-center-workforce-management-game/ Talk to one of our experts right now http://www.blueocean.ca/contact-us/pricing-request/