roundtable eric hagaman, senior laura lukic, wfm kelly ... · breaks in an 8 hour shift result in a...
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ROUNDTABLE
July, 2018
Eric Hagaman, Senior
Product Manager,
Aspect Software
Laura Lukic, WFM
Consultant, Calabrio
Kelly Koelliker,
Director, Content
Marketing, Verint
Best Practices in
Workforce
Management
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.Confidential and proprietary information of Verint Systems Inc. © 2018 Verint Systems Inc. All Rights Reserved Worldwide.Confidential and proprietary information of Verint Systems Inc. © 2018 Verint Systems Inc. All Rights Reserved Worldwide.
Simplify, Modernize,
Automate: Best
Practices for
Workforce
Engagement
Kelly Koelliker
3
Contact center agents are…of the workforce are
millennial35%
Churn rate for
entry level
agents27%
Offer remote work
53%
16%Time spent
looking for
information
Workers who are
disengaged66%disengaged
lacking
expertise
remote
transient
millennial
1000s9
Simplify
Unintelligent Fragmented / Incomplete Buried Insights
Customer
needs an
answer
1
Engagement
Channels
Of possible answers
to the customer’s
1 question
1
IDEAL
OUTCOME
Expect workplaces to be more flexible to suit
employee preferences as technology improves
say a role that allows them to
have greater work-life balance
and better personal well-being
is “very important”*
53%
say they would switch to a job that allows
them to work off-site at least part of the time*
37%
say they would switch to a job that allows
them flextime*
51%
67%
* Source: Gallup 2017 State of the American Workforce Report
Source: Verint Global Research Study, 2018
Modernize
Ensure calls are
scored objectively using the same criteria
Ensure
agent compliance with disclosures and regulatory
language
6
Evaluate
100% of the calls in your contact center
Imagine if you could…Spend time coaching
agents instead of
scoring their evaluations
Automated Quality
Automate
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© 2018 Verint Systems Inc. All Rights Reserved Worldwide.
Engage With Us
Director, Content Marketing
Verint
Kelly Koelliker
Thank You
WFM Best PracticesForecasting & Adherence
Laura LukicWFM Consultant
Calabrio Professional Services
Two Most Frequently Asked Questions
How Do I Make Our
Forecast More Accurate?
What Should Our Adherence Goal Be?
Forecasting
– Your Unique Environment
• Holidays / Closed Days
• Firm Date Associations
• Special Events
• Accuracy
– Reference Periods Matter!
• Seasonality – Compare Apples to Apples
• Account for Growth
• Find Your “Sweet Spot”
Adherence
– Your Unique Environment
• Is the Goal Attainable/Too Easily to Reach
• Not Ready Code Review
• Manual Updating as the Exception, Not the Rule
• Reaching the Goal!
– Relevant to the Teams Type of Work
• Offline Work & Shrink
• Low Goals can be ok
• Agent Understanding
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
CRMX Round Table:
Best Practices in Workforce
Management
Eric Hagaman, Sr. Product Manager
©2018 Aspect Software, Inc. All rights reserved
Staff Shrinkage
14
▸ Shrinkage time: Any time spent during scheduled hours which is not contributing to
processing contacts.
• Example types of Staff Shrinkage: Breaks, Lunches, Coaching, Training, Jury Duty, FMLA,
Vacation, Sick, Unproductive time, etc. It is key to be able to ‘slice and dice’ into as many
categories as are meaningful to your business.
• Compute as (Shrinkage Time / Total Scheduled Time) * 100. For Example: Two 15 minutes
breaks in an 8 hour shift result in a Break Shrinkage of (30/480) * 100 = 6.25%
▸ Measurement:
• Important to view any granularity of time, from Intra-day to daily, weekly, fortnights, monthly,
quarterly, annually etc. Generally measured at the level of a group of staff.
▸ Tips:
• Use a system that can Update Historical Shrinkage automatically, based on actual schedules
and exceptions, to ensure information is fresh and relevant for planning and analysis.
• Keep up with shrinkage separately for different purposes – planning vs intra-day, seasonal
differences, etc.
©2018 Aspect Software, Inc. All rights reserved
Tip: Manage Shrinkage
Separately for Forecasting and
Intra-Day Planning
• When Forecasting or Generating Schedules,
causes of shrinkage are know as historical
percentages, not specific scheduled events.
Use all shrinkage types to inflate ‘BIC’ when
forecasting.
• When managing Intra-Day, many causes of
shrinkage are literally scheduled as specific
events. Don’t use shrinkage types for
scheduled events to inflate ‘BIC’ when intra-
day planning, do use unproductive
shrinkage.
• Notable exceptions:
• Unproductive time is not scheduled.
• Un-entered exceptions not yet scheduled *
15
©2018 Aspect Software, Inc. All rights reserved
Tip: Anticipate Impact of Un-entered Schedule Exceptions on Intra-Day Planning
16
• Not all off-work schedule
components/exceptions can be
entered ahead of time
• To determine accurate future
intra-day staffing levels, it is
important to consider both the
amount of historical shrinkage
and reduce it by the amount of
shrinkage already in schedules.
• Yellow - Scheduled Staff
• Blue- Staff Anticipated including exceptions and remaining historical
shrinkage amount.
©2018 Aspect Software, Inc. All rights reserved
Tip: Understand relationship between Unproductive Shrinkage, Occupancy,
Service Quality, Avg. Delay
17
• Unproductive Shrinkage is
unscheduled Idle time; typically used
by employee for a bit of relaxation.
Generally positive for morale.
• Unproductive Shrinkage increases
rapidly as Occupancy approaches
100%
• Lower Occupancy requires more staff
to handle same # of contacts at higher
occupancy level.
• Lower Occupancy increases service
quality.
Unproductive Shrinkage Time Tendency
©2018 Aspect Software, Inc. All rights reserved
Summary
18
▪ Planning for staff shrinkage is key to effective Workforce Management, from
Forecasting to Scheduling, to Intra-Day
▪ Track as many types of shrinkage as meaningful, customize to your needs for
planning and analysis.
▪ Calculate automatically to save on data entry and analysis time.
▪ Manage separate planning and intra-day shrinkage values.
▪ Take shrinkage into account carefully for accurate intra-day staff planning.
▪ Understand the unscheduled human Unproductive Shrinkage.
ROUNDTABLE
Q&A
July, 2018
Eric Hagaman, Senior
Product Manager,
Aspect Software
Laura Lukic, WFM
Consultant, Calabrio
Kelly Koelliker,
Director, Content
Marketing, Verint
Best Practices in
Workforce
Management