Resource Planning & Workforce Management Workshop

Wednesday 21st April 2010

Presented By:

Fergus Kelly

Tel: +353 86 851 0139 E-Mail: fergus.kelly@capstone.ie

Dublin -Head Office

Sandyford

Cork – Support Centre

National Software Centre

Beacon Court

• People – Leading technology specialists in Verint and Avaya solutions.

• Locations – Offices in Dublin, Cork and Limerick with support nationwide

• Specialists – Contact Centre Technology

The Company

Limerick– Support Centre

National Technology

Park

Solutions

IP Telephony

Support

ACD

Reporting

CTI

Applications

Compliance

Tagging

Quality

WFM

WFO

Delivery

Design

• Winner - Contact Centre Supplier of the Year 2009 at the Irish Contact Centre and Shared Services Awards

• Finalist - One to Watch Award at the Ulster Bank Business Achievers Awards 2009

Awards and Recognition

Verint Workforce Management

                 

Why is WFM so Important?

• Operating Costs- 60% - 70% of Operating Cost is personnel related

Overstaffed Understaffed

Labour Cost Attrition

Productivity Service/Revenue

Fixed Shifts

Idle Time = High

8:00 18:00

Service Level = Low

Staffing

Flexible Shifts

Headaches with WFM

MissedServiceLevels

ExcessIdle & Over

Time

IneffectiveReporting

HighTurnover

No Visibility OnPerformance

Unable to TrackAgent

Adherence

InaccurateForecasts

Low AgentSatisfaction

HighShrinkage

Schedule Changes, Effective Schedules

Excess Administrative

Time

Limitations of Manual WFM

• Forecasting– Difficult to Acquire Data– Hard to Spot Trends– Tedious & Time-Consuming

• Staffing– Difficult to Analyze Tradeoffs– Time-Consuming to Perform Multiple Calculations– Difficult to Meet Complex Work Rules

• Scheduling– Skill based scheduling - difficult to analyze all

possible options– Results in Over/Understaffing– Hard to Meet Desires of Staff

• Reporting and Analysis– Historical and real-time insight into the activities of

the center

WFM = Optimisation of Objectives

EmployeeSatisfaction

• Preferences• Schedule needs

• Vacations• Consistent and fair

processes• Participate in WFM

process• Communication and

information sharing

Costs• Create optimal schedules

• Accurate forecasting• Precise resource scheduling• Minimal over/under staffing• Optimized use of overtime

Customer Retention and Business

Growth• Enhance customer

experience• Minimize crisis

management• Provide decision support &

management tools• Communicate effectively

• Differentiate through service

• Premier service for premier

and profitable customers

Contact Centre

Verint Workforce Management

• A proven, best of breed WFM solution with powerful, yet easy to use forecasting and scheduling features required by contact centers globally.

• Active and anchor component of broader analytics powered Workforce Optimisation solution

• It helps contact centers– Meet service levels– Lower costs of delivering service– Improve agent satisfaction and productivity– Gain visibility into contact center operations– Plan strategically for the long term

Verint Workforce Management

Impact 360 Business Process

Integrations

Strategic Planning

Forecast Flexibility

Proven Solution Value-add Services

Complete Web-Enabled Self Services

Optimized Scheduling

Superior Adherenc

e Managem

ent

Better Intraday

Management

CONTACT CENTERAND

ENTERPRISE-WIDE

CONTACT CENTERAND

ENTERPRISE-WIDE

Payback – WFM System

• Improve service levels– Increase forecast accuracy– Manage Intraday variations from plan– Schedule breaks, training, etc. at the optimal time

• Lower cost of delivering service– Use agent skills and proficiency for more efficient scheduling

• Reduce staff hours and need for overtime • Identify overstaffed periods – Time off opportunities

– Manage schedule adherence in real time• Reduce workforce shrinkage

• Increase agent satisfaction– Better schedules that fit agent preferences– View schedules, swap shifts, bid for shifts, request time off from desktop

• Gain visibility into center’s performance– Get alerted and monitor key operational metrics in real time– Comprehensive out-of-the-box reports

• Increase productivity– Automate routine administrative tasks– Frees up time for critical 1:1 coaching

• Better budgeting and planning

Forecasting and Scheduling

                 

Forecasting

• Flexible multi-contact forecasts• Forecast Profiles for quick relevant forecasts• Sophisticated trending analysis, special event and

outlier handling• Shrinkage by the hour• What-If with unique Agent Profiles

Multi Channel and Blending

• Full support for inbound phone, e-mail and chat• Supports dedicated inbound, outbound and blended

inbound – outbound centers and back-office operations• Inbound forecast metrics

– Contact Volume – Average Handle Time

• Outbound forecast metrics– Connect Rate – Connect Rate AHT– Right Party Connect (RPC) Rate– RPC AHT– Incoming lists

• Meets all service goals as closely as possible while maximizing staffing at points where Right Party Connect Rate or Connect Rate is highest

One Integrated Solution

Forecast Flexibility

• Forecast for different media and skills

• Select, combine weight and alter (scale) contact volume, from any week, to predict future contact behavior

Forecast Profiles

• Model contact behavior for holidays, events, marketing campaigns, or any other event using Profiles

Quick Accurate Forecasts

Sophisticated Forecasting Techniques

More sophisticated and powerful forecasting techniques in Strategic Planner. Benefit: Increases forecast accuracy by forging tighter link between Strategic Planner and Forecasting & Scheduling functions.

• Using Regression Analysis to account for– Daily trends– Weekly trends– Monthly trends– Quarterly / Seasonal trends– Annual growth trends

• Special Events Days treatment– Allows user to flag specific days in the past and future.  User can give a

name to the flag, and create as few or as many as they want. 

• Reconfiguration– Mark changes to a queue (e.g. change the groups feeding to a queue)– Depending on what was reconfigured, some trends will ignore past data

and some will continue to use it.

Identification of Outliers

• Unique feature automatically identifies forecast outliers– Special Events– Holidays– Queue

reconfigurations

Increase forecast accuracy by automatically flagging data that is not relevant for forecast

Powerful Yet Easy

Use a combination of the long termforecast and previous historical weeks in

Forecasting & Scheduling to increase forecast accuracy.

Forecast Shrinkage

Meet Service Levels

• Set Shrinkage and Modeling Factor– By Hour– With an

accuracy of 2 decimals

Set Service Level Goals

Inbound

Service Level

or

ASA goals

Outbound

Connect or Right

Party Connect

Goals • Ex. 20% RPC of

list for campaign

week

Forecasting And Scheduling

What–If Mode• Explore and instantly understand how changes in

contact center behavior and customer service needs will affect forecasts, staffing needs and costs.

• Use copy of the main database to explore other scenarios while keeping initial scenarios intact for immediate management needs.

• Start with a populated database for these scenarios and report to compare to the original data.

What if? With Agent Profiles

• Unique Verint feature for workforce planning. • Answers the question: Do we have enough and /

or the right type of agents to meet the new business requirements?

• Use fictitious “agent profiles” with respect to skill mix and schedule preferences that can be used to see if the new business requirements can be met.

• Gives an absolute answer in terms of which “agent profiles” and how many instances of that profile are needed to achieve lower labor costs and/or better workload matching.

Optimised Scheduling

• Individual agent skill and proficiency• Single, multi, virtual and outsourced sites• Multi-contact: Inbound, outbound, blended, e-mail

and chat• Events and training• Powerful work patterns and rules• Multi-week scheduling • Easy to use

Agent Proficiencies – Not Accounted For

Agent Proficiencies – Taken into Account

Lower Costs to Service

Event Optimiser

Event OptimiserA. Specify parameter

– Occur during a shift– Occur at anytime

B. Select employees– 1:1 meeting

– Group trainingC. Identify times

D. Specify attributes– Min/max sessions

– Min/max attendees

A

B

C

D

Schedule events with minimal impact on service levels Flexibly take into account several constraints

Event Optimiser

Ensure all agents are assigned to event

Event OptimiserE. Move agents around

– Drag-drop agents– Identify unassigned agentsF. View scheduled event

– Placed on top of original schedule

F

E

Work Patterns

Flexible Shifts with Work Patterns

Assignment Rules

Optimize and Comply with Assignment Rules

Flexible, easy to use wizards to create Assignment Rules

• Shift Rules• Fairness Rules• Rotation Rules

• Team Scheduling Rules

Real time Management

                 

Set Alerts

Comprehensive set of configurable e-mail and Screen Pop-Up Alerts

1. Organizational Alerts• Schedule change• Request change status• Out of adherence• Serialized bid

notification• Activity reminder

2. Campaign Alerts• Actual Service Level or

ASA variation from Goal• Actual data versus

forecast - Abandons, AHT, ASA, Backlog, CV, Occupancy, SL, Staffing Bodies, FTEs, Dials, Connects, CR and RPC

• Actual data versus defined range

3. System Alerts

Screen Pop Alerts

New method of delivering alerts in addition to e-mail

Benefit: Does not require users to be logged into their e-mail systems or into Impact 360 to be notified of events, activities, schedule changes

or when key metrics deviate from plan or forecast.

Monitor the ‘Pulse’ of the Contact Centre

• Spot and respond to events in real-time

• Track and compare actual, forecasted and required statistics

• View intra-day trends and historical data

Gain Near Real-time Visibility

Overtime and Vol Time Off

Resolve intraday under and over staffing with OT and VTO Events and Rescheduling

• Quickly address intraday understaffing

and overstaffing issues

• Intraday reforecast & rescheduling

• Scheduling OT / VTO using employee rank,

seniority or preferences

Adherence – Quick Snap Shot

“One fewer agent = 60% increase in Average Speed to Answer for a 50-agent contact center

- The Call Center School

Web Self Service

                 

Web Self Service

• Agent preferences based scheduling• Schedule viewing and publishing• Full and Partial Shift Swap• Performance-enabled Shift Bidding• Time off Management• Unified interface for WFM, Scorecards and Learning• Easy to use

“For every 1% increase in agent satisfaction, customer satisfaction increases 0.53%” - Gartner

Capture Agent Preferences

Improve Agent Satisfaction

Capture Agent Preferences

1. Indicate start-time preference for each

day of the week2. Indicate desired day(s)

off in a week3. Weigh importance of

days off vs. start time

1

2

3

Automate Agent Activities

• Automate agent requests for

shift swaps & time off

• Agents can post partial shift

swap requests • Agents can request time off

down to 15 minutes*

• Track all times off

Leave Management

• Approved time off can be withdrawn and a wait list of time off requests will be maintained for substitution.

• Waitlist can be automatically sorted by the user’s criteria and processed when a change in time off has occurred.

• Two new reports– Withdrawn requests– Waitlisted Requests

Increase Agent Satisfaction and Supervisor Productivity

Shift Bidding

Improve Agent Satisfaction and Center Productivity

Shift Bidding + Performance

Shift Bidding

Improve Agent Satisfaction and Center Productivity

Workforce Optimisation

                 

Web Self Service

Unique WFM Integrations

• Include quality scores in scheduling• Drill to interaction from adherence• Optimal scheduling of integrated eLearning• Drill to adherence from Scorecards• Pre-Integrated Suite of Applications

Thank You