Workforce Management

Staffing can be one of the biggest challenges when managing a contact center. Too many advisors can result in low agent utilization and higher operating costs, while too few agents can lead to unhappy customers. Enghouse Interactive Workforce Management encompasses all that you need to optimize staffing and customer service across your enterprise. Our complete solutions support optimization of your contact center, back-office and even your branches and stores. Workforce Management provides everything necessary to effectively manage your staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve your overall customer service operation.

What is the business value of Workforce Management?

At its simplest, Workforce Management ensures customer service organizations have the right person, with the right skills, in the right place, at the right time to meet customer expectations while also empowering agents to influence their schedules and check how they are performing against KPIs. Workforce Management also allows organizations to effectively manage one of their most important assets – their employees, improving agent engagement so they feel they are contributing to the performance of the business, which in turn, results in significantly lower attrition rates.

Benefits

  • Increase operational efficiency through accurate forecasts and effective planning
  • Respond quickly and effectively to changes in resourcing
  • Reduce administration time and costs through automated scheduling
  • Optimize schedules to reduce staffing costs
  • Reduce agent attrition through involvement and work-life balance
  • Increased agent productivity and revenues
  • Improve performance through reporting and training
  • Enable agents to manage their own schedules, review ongoing adherence, and stay in touch whether on site, at home, or on the road

Workforce Management in the Contact Center

P & O Ferries has been able to reduce contact center budgets by 30%, whilst maintaining targeted levels of service. The efficiencies add up everywhere and this has allowed increased coaching/training times. Not surprisingly, employee turnover has dramatically fallen as a result

P&O Ferries

Enghouse Interactive Workforce Management

Enghouse Interactive Workforce Management solutions enable analysts, supervisors and agents to work in collaboration to deliver optimized forecasts and schedules while helping to control costs.

A prerequisite for ensuring the right number of agents are available to match demand is an accurate forecast that can be made for any interval of time – hours ahead or far into the future. Workforce management uses historical data and takes parameters such as customer behavior patterns, response targets, skills, opening hours and contact channels and other long-range factors into consideration. The result is an accurate calculation of the optimal number of agents required to meet customer demand.

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Our solutions facilitate optimal workforce scheduling based on multi-skill and multichannel forecasting, the placement of agents in multiple locations, agent preferences, local work regulations and company policies. In addition, priorities can be given to various skills, so that mission-critical capabilities are always available. The resulting schedules will consistently meet customer demand.

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Keeping track of agents’ skills in order to plan for training and recruitment is a challenging task. Our solutions tracs and manage agents’ skill sets, levels, employment status and job criteria. Supervisors can quickly review future training and the skill development of each individual agent, as well as highlighting missing skill sets and guiding recruitment.

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Continual evaluation for workforce processes can lead to improved profitability. Our Workforce Management solutions feature a large number of analysis tools and visual dashboards that enable managers to conduct a detailed evaluation of contact center performance and implement plans for enhancing customer service effort and reducing personnel costs.

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