Download - CONNECT 13 - WFM 101
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Workforce Management 101
Mark MooreConsultant
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Who Am I?
• Over 11 years of contact center experience• Workforce planning• Supervisor• Trainer• Assistant contact center manager
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What Is WFM?
• Wikipedia defines WFM as– “Assigning the right
employees with the right skills to the right job at the right time”
• Your thoughts?
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What Is an Optimized Workforce?
• A workforce scheduled and trained to meet call volume and service level needs– Removing emotion from scheduling• While taking in account of time off, planned
or unplanned
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What Does WFM Encompass?
• Forecasting• Scheduling• Real-time adherence• Intra-day management
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Forecasting
• What is forecasting?– In contact centers, forecasting is using historical call
data to predict call volumes for future date ranges– How is information tracked for spontaneous
changes?• Spreadsheets?• WFM software?
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Forecasting• Factors affecting call volume
– Weather– System outages and technical Issues– Promotions
• How is information tracked case of spontaneous change?
• Spreadsheets?• WFM Software?• Where do you interject these reasons into tracking for planning?
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Scheduling
• What is included in scheduling?• Shift activities
– What are shift activities?• Any time an agent off the phone
– Breaks– Lunches– Meetings– Trainings– Coaching– Other
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Scheduling - Shift Activities
• Flexible or fixed?– Flexible
• Optimized activities – letting the WFM decide how to best schedule staff on activities and improve the chance to meet service levels
• Non-optimized activities – placing staff on a fixed-schedule and lessening the chance to meet service levels
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Scheduling - Leave Time
• Leave time– Leave time can be planned, unplanned or
both• A cross of types may be FMLA, medical, jury
duty– These reasons are usually unanticipated– With a WFM they can be factored into work
schedules
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Scheduling - Leave Time
• Types of leave – planned and unplanned– Planned – requested in advance
• Vacation Days - PTO• Floating Holidays
– Unplanned – not by prior request, spontaneous• Call off sick• No call, no show
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Real-time Adherence
• What is real-time adherence?– Comparing planned agent activity to actual
activities throughout the day
• Why is real-time adherence important?– Helps minimize shrinkage (time lost in contact
center) and help maintain meeting service levels
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Real Time Adherence
• What are types of real-time adherence?– Actual activities• Call times – long and short calls• Adherence to schedule – logging in to queue on
schedule• Adherence to shift – going on break/lunch/other
activity at scheduled time and returning on time
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Intraday Management
• What is intraday management?– Reviewing all the above
information:forecasts, schedules, real-time adherence and actual call arrivals to ensure all is on track for success
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Questions and Comments?
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