How to Build Culture Driven Teams

Call Design on November 22, 2023

What is a Culture-Driven Team?

A culture-driven team is intentionally built around shared cultural values and norms, which are considered essential for success. It’s about identifying the values that resonate with your team and using them as the compass to guide your hiring, onboarding, and development processes. Building a culture-driven team means going beyond individual expertise and focusing on collective growth and collaboration.

Hiring for the Team, Not Just the Individual:

To build a culture-driven team, it’s crucial to prioritize the team dynamic over individual roles. Instead of solely focusing on qualifications, seek candidates who are the best fit for the team’s cultural fabric. You may be tempted to think that your new hire will typically have few opportunities to work with other people, so you don’t need to worry about team dynamics. Their “just” a forecaster, or scheduler that will be in the corner just pushing a few buttons (an oversimplification of their role!). The reality is that each person, regardless of how vocal or connected they are, impacts the whole team. As you hire each role you need to be thinking about the values your team is centered around, finding those values in the interview process, and then supporting the values during the training and onboarding process. Remember, a strong team always outperforms a lone superstar.

Possible Team Values:

There are a ton of values you can center your team around, and which ones you should pick will be dependent upon your leadership style, company values, and even your geographical area. For this blog, we’ll focus on four values that Call Design sees as important to helping people be Happy, Engaged, Fulfilled, and Aligned at work.

  • Curiosity: Look for candidates who exhibit a genuine thirst for knowledge and a desire to continuously learn and grow. This soft skill can be developed in others, but it’s incredibly hard to impart it to people who lack it entirely. Find individuals that naturally ask questions and look to dig into things.
  • Embracing Chaos: Seek individuals who thrive in dynamic environments and see chaos as an opportunity for innovation and adaptation. Contact center and WFM teams are full of days where things are constantly changing. The key isn’t just how they respond in chaos, but how they feel in chaos. Is the constantly changing environment life-giving or life-taking for them? Plenty of people can put up with the chaos, but where are the people that enjoy the chaos?
  • Transparency: Value candidates who prioritize open and honest communication, even if it means challenging the status quo and leadership! Organizations that not only allow but encourage people to push boundaries and innovate position themselves to be successful long-term. Sure, curiosity is important to innovation, but even more important is an environment where people are open and honest to push on bad ideas and share their opinions, even if it’s the opposite of the boss.
  • Kindness: Prioritize kind team members. It’s simple to say but hard to do. We all know that kindness doesn’t make up for an inability to do a job. We’ve all worked with a Kind Karen who is super sweet but is constantly needing help. And we’ve also worked with a Mean Megan who gets work done but no one wants to work with her. Reminder, we’re trying to build a team and not just fill roles. Karen’s kindness is going to have a bigger positive impact on the team than Megan’s, even if you try to isolate Megan to minimize the negativity while still benefiting from her efforts.

Interviewing for Cultural Fit:

Here are some questions you can use to find the four team values we’ve already highlighted.

  • Curiosity: “What questions do you have for me?” Normally we ask this question at the end of an interview but when we start with this question we learn a few things immediately. Did the person do any research and come prepared with a list of questions? If they didn’t, how quickly are they able to switch into questioning mode and how insightful are their questions? We can learn a lot about someone’s curiosity within the first few minutes of an interview by starting with this question.
  • Chaos: “Is chaos life-giving or life-taking”. Most people have a great answer as to how they respond in chaos, but the key here is how they feel in chaos. You can teach someone the steps you want them working through during fire drills, but if your chaotic environment is going to suck the life out of them, well that’s the opposite of what we’re looking for. Hire for feeling and train for action.
  • Transparency: “Tell me about a time you told your boss they were wrong.” If they can come up with a dozen examples they may be more interested in pointing out flaws than coming up with solutions. If they’ve never told their boss they’re wrong then they may not feel comfortable sharing honest feedback. This question allows you to see how easily the person can push against authority and possibly provide helpful feedback, even for the boss.
  • Kindness: Observe how candidates speak about their former employers and colleagues, looking for indications of a cooperative and compassionate mindset. Again, this value is so simple but it’s incredibly impactful on your team. Don’t overlook how well the interviewee would or would not get along with the rest of your team.

Side note: If you’d like some additional tips for interviewing check out our blog on being a servant leader during the interview process.

Reinforcing Culture through Onboarding and Development:

Once team members join your organization, it’s crucial to nurture and reinforce the desired culture:

  • Curiosity: Don’t just encourage curiosity, communicate that it’s an expectation. Every team meeting, 1-1 interaction, or catch-up conversation ask them what questions they have for you. If they are consistently saying they have none then that should be a big red flag. Help them understand that you expect them to have questions and to come to you with them. More than any other time, onboarding is when they need to be bringing questions to the table.
  • Embracing Chaos: After they’ve been on your team for a while ask them how they feel their job description should change. What should be removed and what should be added? Help them see that they have a chance to shape the chaos and focus on what brings them joy. Plus, they’ll be engaged and find fulfillment in a role they help shape!
  • Transparency: Lead by example and share your challenges, creating an environment where honesty and open communication are rewarded. Help them see that you value honesty and openness over being right and perfect. They’ve likely made a career of constantly having the right answer and getting things correct. Show them that even their leader is still making mistakes and trying to learn things. Set a tone that promotes transparency and honesty.
  • Kindness: Encourage team members to connect on a personal level and build relationships with their colleagues. It’s easy to do meet-and-greet meetings and just learn about the person’s role in the organization. Push your team to really find out about the person. The more they can learn about the person’s personal and professional life the better they’ll be able to collaborate and work together.

Building a culture-driven team is an investment that pays off in multiple ways. It not only enhances productivity and collaboration but also creates an environment where employees can be happy, engaged, fulfilled, and aligned. At Call Design, we are passionate about helping contact centers and workforce management teams unlock their full potential. We believe in the power of culture-driven teams and the positive impact they can have on organizations. If you’re ready to take your team to the next level, let’s connect and explore how we can collaborate to elevate your workforce management strategy. Together, let’s build a culture-driven team that drives lasting success!

Planeación de horarios durante la temporada de festividades: ¿estás listo para la época más maravillosa del año?

Rosy Barerra on November 8, 2023

La temporalidad de festividades del Q4 ha llegado, ese momento del año cuando las demandas puestas sobre el equipo de Workforce Management (WFM) presentan más retos. Llegan uno tras otro: Acción de Gracias, Black Friday, Cyber Monday, Navidad, Hanukkah, Kwanzaa y Año Nuevo, cuando los centros de contacto deben equilibrar los extremos de lo que quieren los clientes y lo que quieren los agentes.

En nuestra lista de deseos para este blog: consideraciones de planificación específicas que pueden ayudar a su equipo de WFM a lograr ese equilibrio esencial y ganar la temporada navideña del Q4.

Su equipo de WFM (el regalo que sigue dando)

Hasta el peor Grinch de un contact center tiene que reconocer el papel fundamental del equipo de WFM durante las fiestas. Su experiencia y sus conocimientos en la resolución de problemas desempeñan un papel fundamental a la hora de determinar si las vacaciones de un contact center serán felices y brillantes o se convertirán en una Navidad azul.

No se trata sólo de satisfacer las demandas de los clientes, sino también de garantizar que sus agentes dispongan de la flexibilidad necesaria para pasar tiempo con sus familias. No se necesita la magia del Winter Warlock para que tanto los clientes como los agentes estén contentos: una planificación y una comunicación adecuadas pueden hacer que funcione.

Analicemos cuatro categorías clave que le guiarán a lo largo del proceso: Pronósticos, Planificación, Tecnología y Coordinación con otros Departamentos.

Pronósticos (No todas las festividades son iguales)

Los pronósticos son la base del éxito del cuarto trimestre. Revise los volúmenes de las fiestas anteriores, las mermas y cualquier cambio en el comportamiento de los clientes durante la temporada. En estos tiempos de cambio, compare los datos de varios años para crear un pronóstico más preciso. Recuerde que no todas las fiestas tienen el mismo impacto previsible.

El Día de Acción de Gracias es normalmente más fácil de predecir ya que es un jueves, al igual que se sabe en qué días caen el Black Friday y el Cyber Monday. Sin embargo, la fecha real de Acción de Gracias cambia, y si su sector tiene ventas a final de mes, puede que se encuentre en un entorno promocional de Cyber Monday + Fin de Mes. Navidad y Año Nuevo también son un reto para proyectar con los días flotantes y los días observados que van junto con ellos, impactando el volumen de diferentes maneras dependiendo del día de la semana en que caen, y cómo cambia de año en año. La clave está en considerar cómo los días festivos pueden ser los mismos año tras año, y cómo pueden cambiar en función de las nuevas promociones.

Programación (Una cucharada de azúcar ayuda a bajar la OT)

La comunicación efectiva es clave cuando se trata de programar durante las vacaciones. Comience por comunicar su plan de programación con antelación y hágalo repetidamente para asegurarse de que todo el mundo está de acuerdo. Si su centro de contacto está abierto en un día festivo y el volumen es menor, solicite voluntarios entre sus agentes para cubrir la base y luego asigne las horas restantes, que normalmente recaerán en los agentes de menor antigüedad, pero recuerde prever una reducción mayor para los agentes que no se ofrecieron voluntarios.

Si su centro cierra un día festivo, considere la posibilidad de trasladar a los empleados que normalmente tienen previsto trabajar ese día a uno de sus días libres entre semana. De este modo, podrá utilizar más horas de personal sin incurrir en horas extraordinarias.

Para tener en cuenta un mayor volumen después de las vacaciones, añada horas a los horarios de los días siguientes.  Por ejemplo, si cierra el lunes, añada 2 horas a los horarios de los agentes el martes y 2 horas el miércoles antes o al final de los turnos.  Sí, es como las horas extras obligatorias, pero incluir las horas extra en la programación de vacaciones y explicar la razón por la que es inevitable siempre es útil.

Insista a sus stakeholders en que el trabajo en equipo es vital para superar las festividades, y que una cantidad manejable de dolor por parte de todos los miembros del equipo ayudará a evitar que se acumule una cantidad insoportable de horas extras en unos pocos agentes desafortunados.  Además, asegúrese de tener en cuenta cualquier restricción estatal o laboral/sindical a la hora de realizar cambios.

No es mala idea mantener un exceso de personal para hacer frente a picos de volumen inesperados. Esto le permite ofrecer Tiempo Libre Voluntario (Voluntary Time Off or VTO) como forma de gestionar la carga de trabajo sin tener que recurrir a las horas extraordinarias o hacer un esfuerzo de última hora para obligar a los agentes a trabajar más horas. Si aún no lo ha hecho este año, considere la posibilidad de realizar ofertas anuales de vacaciones en el futuro para ayudar a repartir equitativamente la carga de horas extra entre sus agentes. Rote anualmente las asignaciones de vacaciones para evitar que los empleados trabajen los mismos días festivos cada año.

Tecnología

La colaboración con sus equipos de telecomunicaciones y TI es crucial para garantizar que su centro tenga la capacidad de gestionar el volumen de contactos previsto en los días punta. Si su centro utiliza troncales SIP basadas en la nube que ofrecen la elasticidad necesaria para gestionar automáticamente los picos, es increíble, pero asegúrese de que su infraestructura puede gestionar el aumento del volumen de contactos. Un ejemplo real de uno de los miembros del equipo de diseño de llamadas fue un lunes después de Acción de Gracias en el que el centro de contacto se quedó sin licencias de Citrix y los agentes no pudieron iniciar sesión para atender llamadas de voz.

Prepárese para un volumen elevado incorporando mensajes en su IVR para notificar a los clientes los posibles tiempos de espera prolongados; esto también puede ayudar a desviar las llamadas a otros canales si están disponibles. La comunicación regular con su departamento de TI también puede ayudarle a estar al tanto de cualquier congelación de la tecnología de TI prevista para finales de año.

Además, asegúrese de aprovechar al máximo la funcionalidad de cara al agente y al supervisor que debe ofrecer su software de WFM: comunicar los últimos cambios de horario a los teléfonos móviles de los agentes les mantiene al tanto de cualquier cambio repentino que el equipo de WFM tenga que hacer, incluso si los agentes no están conectados. La capacidad de enviar ofertas automatizadas de VOT/VTO en cualquier momento es extremadamente útil, y la capacidad de procesar estas solicitudes automáticamente permite al equipo de WFM responder rápidamente, lo que es crucial durante un cambio repentino en el volumen de contactos.

La oferta de turnos flexibles (shift bidding) puede ayudar a que esas 2 horas extra añadidas a su horario pasen de ser obligatorios (que no sólo son desmoralizadores, sino que además podrían distribuirse de forma desigual accidental, haciendo que algunos agentes se sientan injustamente aprovechados) a experiencias más voluntarias que permitan a los agentes que quieran horas extra elegir solicitarlas cuando estén disponibles.

Por último, las capacidades de previsión What-If son una herramienta extremadamente valiosa para permitirle hacer planes de contingencia para: la posibilidad de cambios repentinos de volumen o AHT y los beneficios de desviar llamadas a canales digitales.

Coordinación (sharing is caring)

La comunicación eficaz con otros departamentos es vital. Manténgase en sintonía con su equipo de marketing y ayúdeles a comprender el impacto de las campañas de marketing que aumentan el volumen de ventas durante las temporadas de gran volumen. También debe coordinarse con Formación y Recursos Humanos para asegurarse de que completan cualquier formación necesaria para los empleados antes de las vacaciones.

Identifique y busque recursos formados disponibles que puedan estar de guardia para apoyar al centro de contacto en caso necesario. Los supervisores, formadores y empleados de back-office pueden servir de apoyo para diversos tipos de contactos con los clientes.

Los sectores de las aerolíneas y el comercio minorista han puesto de relieve la necesidad de planificarse a uno mismo y a sus socios antes de la temporada de vacaciones y rebajas, especialmente si hay socios de BPO implicados. Además de garantizar la exactitud de las previsiones, es necesario asegurar una dotación de personal adecuada, tanto interna como externamente. Los socios de BPO deben ser notificados lo antes posible sobre el personal que se requiere de ellos para que puedan llevar a cabo la contratación y la formación adecuadas para la demanda adicional.

¿Deprimido por el frío? Ponte en contacto con nosotros

La mayoría de los que trabajamos en Call Design sabemos perfectamente cómo se siente el equipo de WFM en esta época del año. Si este año ha recibido carbón en su calcetín de WFM, estamos aquí para ayudarle. Póngase en contacto con nosotros si necesita ayuda para enfrentarse a los retos de previsión y programación que surgen en el cuarto trimestre.

-Asombrosos consejos de Kary Horsley, con la ayuda de Ken Tse y Nathan Hollman. Traducción al español por Rosy Barrera.

Unlocking Success in Hybrid Work with Alvaria Workforce Reserve

Call Design on November 8, 2023

In a post-pandemic workplace landscape, the future is clear: it’s hybrid. According to a recent Gallup article by Ben Wigert, Jim Harter, and Sangeeta Agrawal, eight in 10 remote-capable employees expect to work in a hybrid or fully remote fashion. This shift is a testament to the changing dynamics of the modern workplace, and as Workforce Management (WFM) leaders, we need to stay ahead of the curve. At Call Design North America, we’ve always believed in aligning with the latest trends and research, and we’re thrilled to share our insights on why the Alvaria Workforce Reserve is more relevant than ever.

The Changing Landscape

Since the onset of the pandemic, the global workforce has been navigating an ongoing experiment in remote work. The tug-of-war between employers and employees on returning to the office has been a consistent headline. Yet, as organizations like Meta, the U.S. federal government, and Zoom mandate hybrid work, it’s clear that the office landscape is evolving.

As WFM leaders, it’s crucial that we understand the implications of this shift. Gallup’s extensive research shows that hybrid work is the new norm, with a significant percentage of employees embracing it. In fact, only 20% of remote-capable employees work entirely on-site, while 29% are fully remote, and 50% work in a hybrid model.

(Another example of a changing landscape: Franconia Notch State Park in October)

Best Practices for Hybrid Workplaces

As hybrid work becomes the new norm, it’s essential to leverage key insights from Gallup’s research while tailoring them to your organization’s needs:

  1. Define a Compelling Office Experience: With remote work on the rise, leaders should make in-office experiences purposeful. The office should be a hub for collaboration, professional growth, and relationship-building. Design hybrid policies and office spaces that inspire teamwork and align with your organization’s culture.
  2. Empower Teams to Shape Hybrid Work: Rather than imposing rigid guidelines, encourage teams to adapt hybrid work practices to their unique requirements. Collaborative decision-making ensures team members understand their roles and responsibilities, fostering a sense of shared ownership.
  3. Enhance Performance Management: Trust in hybrid work hinges on accountability. Implement a performance management system that provides visibility into goals, key metrics, and regular progress checks. Beyond metrics, prioritize coaching and behaviors aligned with your organization’s values.
  4. Invest in Training: Equip managers and teams with the skills needed to succeed in a hybrid work environment. Training is crucial to ensure effective collaboration and leadership in this evolving landscape.
  5. Adapt Office Space Strategically: As the nature of work changes, consider the impact on office space. Reconfigure your workspace to accommodate a hybrid workforce and embrace the shift toward remote participation in meetings. Ensure both office and home environments are optimized for productivity and collaboration.

The Role of Alvaria Workforce Reserve in Achieving Best Practices for Hybrid Workplaces

As contact centers transition to hybrid work, Alvaria Workforce Reserve can play a vital role in aligning with best practices tailored to the contact center.

  • Define a Compelling Office Experience: In the contact center, it’s crucial to make in-office experiences purposeful. Contact centers should be hubs for collaboration, professional growth, and relationship-building. Alvaria Workforce Reserve streamlines seat assignment changes, ensuring that when employees come into the office, they find seats that match their needs. This design encourages teamwork and collaboration, enhancing the overall office experience.
  • Empower Teams to Shape Hybrid Work: Reserve empowers teams to adapt to hybrid work practices by automating seat assignments based on business rules, schedules, and capacity. This automation allows WFM teams to have flexibility without the burden of manual seat management. It aligns with the best practice of collaborative decision-making by giving teams the autonomy to shape their workspace.
  • Enhance Performance Management: Reserve plays a role in performance management by ensuring that employees adhere to their assigned seats, minimizing disruptions, and contributing to schedule adherence for contact center operations. This feature, along with Reserve’s automation capabilities, supports an environment where performance can be effectively monitored and managed, crucial in the context of contact centers and WFM.
  • Invest in Training for Contact Center Success: With Reserve, contact centers can ensure that agents are optimally positioned based on their specific training needs. This feature facilitates the onboarding process, allowing new agents to be strategically located for better learning and support. Additionally, Reserve can be used to manage seat assignments for training rooms, ensuring that the training environment is conducive to productivity and collaboration.
  • Adapt Office Space Strategically: Reserve’s automated seat planning and management tools allow contact centers to efficiently generate seating plans for both front and back office personnel. It ensures that the right seats are matched with the right agents at the right time, which is essential in a contact center setting. As the nature of work changes, Reserve supports contact centers in reconfiguring office space to accommodate a hybrid workforce and remote participation in meetings, aligning with the best practice of adapting office space strategically.

(Remote work can sometimes look like early morning work chats by the beach)

What Call Design Offers: Navigating the Hybrid Landscape with Confidence

At Call Design North America, we’ve been at the forefront of the remote and hybrid work revolution for over six years, long before it became the norm. Our extensive experience in navigating the intricate dynamics of this evolving landscape positions us as leaders in the field. We understand the complexities of managing contact centers and WFM teams in remote, hybrid, or in-person settings.

Our seasoned professionals have been leading WFM and contact center teams remotely for more than a decade, accumulating a wealth of knowledge and expertise. CDNA’s commitment to staying ahead of the curve ensures that we’re well-versed in the best practices that enable WFM teams to thrive in any work environment.

Your Trusted Partner in the Hybrid Future

Whether you’re seeking solutions for optimized seat allocation, remote engagement, or strategic workforce management, CDNA has the experience and tools to guide your organization to success. We recognize that every organization’s needs are unique, and our tailored approach ensures that we align with your specific goals and values.

In an era where workplace flexibility is paramount, CDNA is your steadfast ally, offering cost-effective solutions that meet your organization’s evolving demands. As the workplace landscape continues to transform into a hybrid model, our commitment to adaptability and the latest workforce management trends remains unwavering. Embrace the future with confidence, knowing that CDNA and Alvaria Workforce Reserve are here to support your organization on this transformative journey.

Holiday Season Scheduling: Are You Ready for The Most Wonderful Time of the Year?

Kary Horsley on November 1, 2023

The Q4 holiday season is here, that time of year when the demands placed on the Workforce Management (WFM) team are the most challenging. One after another they come: Thanksgiving, Black Friday, Cyber Monday, Christmas, Hanukkah, Kwanzaa, and New Year’s Day, when contact centers must balance the extremes of what customers want and what agents want.

On our Wish List for this blog: specific planning considerations that can help your WFM team strike that essential balance and win the Q4 Holiday Season.

Your WFM Team (The Gift that keeps on giving)

Even the worst Grinch in a contact center has to acknowledge the pivotal role of the WFM team during the holiday season. Their expertise and problem-solving insights play a huge part in determining whether a contact center’s holidays are Happy and Bright or will become a Blue Christmas.

It’s not just about meeting customer demands; it’s also about ensuring that your agents have the flexibility to spend time with their families. You don’t need Winter Warlock magic to make both the customers and the agents happy— proper planning and communication can help make it work.

Let’s dive into four key categories that will guide you through the process: Forecasting, Scheduling, Technology, and Coordinating with other Departments.

Forecasting (Not all holidays are the same)

Forecasting is the foundation of a successful Q4 season. Review previous holiday volumes, shrinkages, and any changes in customer behavior during the season. In these times of change, compare data from multiple years to create a more accurate forecast. Remember that not all of the holidays have the same predictable impact.

Thanksgiving is normally easier to predict since it’s a Thursday, just as you know what days Black Friday and Cyber Monday fall on. However, the actual date of Thanksgiving changes, and if your industry has end-of-month sales, you may be looking at a Cyber Monday + EoM promotional environment. Christmas and New Year’s are also challenging to project with the floating days and the observed days that go along with them, impacting volume in different ways depending on the day of the week they fall on, and how it changes from year to year. The key is to consider how the holidays may be the same year-over-year, and how they may change based upon new promotions.

Scheduling (A spoonful of sugar helps the OT go down)

Effective communication is key when it comes to scheduling during the holiday season. Start by communicating your scheduling plan early and do it repeatedly to ensure everyone is on the same page. If your contact center is open on a holiday and the volume is lower, solicit volunteers among your agents to cover the base and then assign the remaining hours—usually these will fall on lowest-tenure agents, but remember to plan for higher shrinkage for the agents who didn’t volunteer.

If your center is closed on a holiday, consider moving employees normally scheduled to work on that day to one of their off days during the week. This approach allows you to utilize additional staffed hours without incurring overtime rates.

To account for higher volume post-Holiday, add hours to schedules on the days following.  For example, if you are closed on Monday, add 2 hours to agent schedules on Tuesday and 2 hours on Wednesday before or at the end of the shifts.  Yes, it’s like mandatory OT, but wrapping the extra hours in with Holiday Scheduling and explaining the reason why this is unavoidable are always helpful.

Emphasize to your stakeholders that a team effort is vital to navigating the Holiday Season, and a manageable amount of pain from everyone on the team will help to avoid an unbearable amount of OT piling up on a few unfortunate agents.  Also, make sure to take into consideration any state or labor/union restrictions when making changes.

It’s not a bad idea to maintain excess staffing to handle unexpected volume spikes. This allows you to offer Voluntary Time Off (VTO) as a way to manage workloads without resorting to overtime or scrambling at the last minute to force agents to work extra hours. If you haven’t already done it this year, consider conducting yearly holiday bids in the future to help distribute the burden of extra hours fairly among your agents. Rotate holiday assignments yearly to prevent employees from working the same holidays each year.

Technology (No fast busies!)

Collaboration with your Telecom and IT teams is crucial to ensure that your center has the capacity to handle the expected contact volume on peak days. If your center uses cloud-based SIP trunking that offers the elasticity needed to automatically handle spikes, that’s amazing, but make sure your infrastructure can handle the increased contact volume. A real example from one of the Call Design team members was a Monday after Thanksgiving where the contact center ran out of Citrix licenses and agents could not log in to take voice calls!

Prepare for high volume by incorporating messages in your IVR to notify customers of potential long hold times; this can also help deflect calls to other channels if available. Regular communication with your IT department can also help keep you aware of any IT technology freezes scheduled for the end of the year.

Also, be sure to take full advantage of the agent- and supervisor-facing functionality that your WFM software should offer: communicating the latest schedule changes to agents’ cell phones keeps them aware of any sudden changes the WFM Team has to make, even if the agents are not online. The ability to push out automated VOT/VTO offers at a moment’s notice is extremely helpful, and the ability to process these requests automatically allows the WFM Team to respond quickly, which is crucial during a sudden contact volume change.

Flexible shift bidding can help turn those 2-extra-hours-to-your-schedule additions from mandatory edicts (which are not only demoralizing, but also might accidentally be distributed unevenly, making some agents feel unfairly taken advantage of) to more voluntary experiences that allow agents who want extra hours to choose to apply for them when they are available.

Lastly, What-If forecasting capabilities are an extremely valuable tool to allow you make contingency plans for: the possibility of sudden volume or AHT changes and the benefits of deflecting calls to digital channels.

Coordinating (Sharing is caring)

Effective communication with other departments is vital. Be in sync with your Marketing team and help them understand the impact of volume-increasing marketing drops that are timed during high volume seasons. You should also coordinate with Training and HR to be sure they complete any required employee training before the holidays.

Identify and source available trained resources that can be on-call to support the contact center if needed. Supervisors, trainers, and back-office workers can serve as backup support for various types of customer contacts.

The airline and retail industries have highlighted the need to plan for yourself and your partners in advance of the holiday and sale season, especially if there are BPO partners involved. As well as ensuring forecast accuracy, there’s the need to ensure adequate staffing both internally and externally. BPO partners should be notified as early as possible about the staffing required from them so they can conduct appropriate hiring and training for additional demand.

Snow Miser Got You Down? Contact us!

Having lived through it ourselves, most of us here at Call Design know exactly how the WFM Team feels at this time of year. If you got coal in your WFM stocking this year, we’re here to help. Contact us if you need support facing the forecasting and scheduling challenges that come around in Q4.

-Amazing advice by Kary Horsley, with assistance from Ken Tse and Nathan Hollman. Rankin/Bass references by Shawn McCormick

Overcoming Resistance to New WFM Software

Call Design on October 25, 2023

After a long road, you’re finally ready to implement. You did the research and selected the platforms you wanted to look at. You sat through too many demos and sales calls and finally selected your new Workforce Management (WFM) platform. The platform has been installed, you’ve set up the initial configuration, and you’ve gone through the training. Everything is ready to go, and then, like an amusement park ride at Disney World, the resistance begins to rise. You start getting pushback from the agents, their supervisors, or maybe even your own WFM team. What is this all about?!

Well, let’s start with why you might be getting some of this internal resistance.

Understanding the Resistance

Internal resistance to change isn’t unique to WFM or contact centers. From professional to personal, non-profits to Fortune 10 companies, the world is full of people who are scared or uneasy about change. Whether it’s because of loss of control, excess uncertainty, or past resentments we need to stop and consider the environment of our key stakeholders. Why might they be resistant to a WFM software change?

1. Agents: Balancing Work and Life

Agents often view changes in WFM software through the lens of their daily routines. This software, more than others, directly impacts their work/life balance. Issues like schedule selection and management, PTO requests, and overtime availability are vital to them. Study after study has shown work/life balance can have huge positive impacts on employee engagement. When WFM software is introduced to an environment agents are rightly going to be concerned that it may negatively impact their work/life balance and be resistant to this change.

2. Agent Supervisors: The Changing Roles

Agent supervisors are often the bridge connecting management’s directives and the agents on the frontline. When new WFM software is introduced, it can signify a shift in their roles, and this can lead to resistance.

Imagine you’re a supervisor accustomed to handling PTO approvals, schedule adjustments, or real-time monitoring. These responsibilities are integral to maintaining team performance. However, as the new WFM software takes its place, these tasks might transition to automation. For supervisors, this shift can be met with skepticism and apprehension. They may wonder if their importance is diminishing, as the software now handles functions they previously managed.

3. WFM Team: Embracing Automation

Similar to the supervisors, the WFM team may see the new software as a threat to their roles. Automated forecasting by just clicking a few buttons can feel threatening to a forecast analyst who has built a career on the accuracy of their Excel spreadsheets. Schedule optimization and what-if scenario building can also look like a threat to the WFM professional who has always heard “Your schedules are so creative!” Automation can appear to replace their expertise, potentially leading to downsizing, and this will consistently lead people to resist change.

4. Company Leadership: The Big Picture

For company leaders, software changes represent more than just a shift in tools; they can affect the entire organization. These leaders, responsible for steering the company toward its goals, often view such transitions with a critical eye. They may be concerned that these changes could disrupt daily operations and potentially divert attention from primary objectives. Anything that may negatively impact customers, employees, or the business is going to be met with resistance.

(Sure, we might have forced a dog picture into this blog off of the “adoption” header… but aren’t you enjoying this blog a bit more now that this picture is in here?)

Fostering Buy-In and Adoption

Now you better understand why the people around you may be resistant to change, but what do you do about it? Regardless of role, there are three keys to fostering buy-in and adoption that you need to keep in mind:

1) Know and Connect with Stakeholders

Before you can connect the software to what matters to them, you have to know what matters to them. Get to know your stakeholders and understand their priorities and challenges before you start implementing new software.

Once you know their priorities and challenges you can then connect the new WFM software to what’s important to them. Coming to them with WFM bells and whistles that aren’t grounded in what they care about will do nothing to reduce or eliminate their resistance. Get to know them, and then show them how the new software will help remove their challenges and reach their goals.

2) Don’t Stop Training

You’ll certainly adjust the training of the platform to the audience, but you at least need to introduce the product to all of your stakeholders. Company leaders need a walk-through, the agents need to understand how to submit requests, and the WFM team needs to understand how to administer the platform. We all know the value of training, and differing that training for the audience, but one training isn’t sufficient.

Of course, the contact center environment is often hard-pressed to find another 30-60 minutes for classroom training. However, there are a variety of ways that you can go after additional training.

WFM team members can get additional training through the user groups, WFM networking groups, or 3rd party consulting. This is especially critical as new features are released in the tool and new functionality is made available. They can also sign up for online webinars that they can either attend live or watch the recording afterward.

Agents and supervisors may need less access to consistent training, but the adoption of the platform will benefit from the WFM team making themselves available. This might look like Office Hours where WFM is available to field any questions they may have. It could also take a more structured approach where WFM shares best practices during a town hall or webinar.

The key to long-term adoption is consistent training. Helping people understand the value the platform provides, how it continually adds value to their environment, and how to best use it for their needs. You may not have another 30-60 minutes for in-classroom training, but you shouldn’t need it to still provide additional training.

3) Communicate Throughout the Process

One of the best ways to create buy-in from all your stakeholders is to keep them in the loop throughout the process. You should have already connected with them and you’re able to show how the platform benefits them. But if you’re not communicating with them about the changes that are coming, before they happen, then all of the benefits in the world won’t be able to overcome the resistance to sudden and unknown change.

Agents and Supervisors – You may want to wait until you’ve settled on which platform you’re going with, but letting them know a change is coming in a few months will help. This gives you a chance to explain to them why it’s happening and how the new platform can help them.

WFM Team – You’ll probably want to include them in the research and vetting process. Maybe the whole team doesn’t need to be involved, but you’ll get great buy-in from your team if they feel like their opinion is being heard when it comes to selecting the tool they’ll use every day.

Company Leaders – Varying what you share can be important for this group. You don’t want to overshare details with them that they aren’t going to find helpful. However, keeping them in the dark until rollout will also likely frustrate them. Pay attention to how involved they are with the contact center. If they are heavily involved then they’ll likely want updates throughout the selection, training, and implementation process. If they have little to do with the contact center, then just give them an overview as you select the tool and roll it out to the team.

Understanding the Benefits

You get the resistance to change, and you understand how to get buy-in, but maybe you aren’t sure about why people would care about WFM software. As a leader in WFM, we can easily miss the larger picture and just see the value of our environment. Ease of use, increased forecasting, better reporting, and visibility, all these features clearly benefit WFM, but they can benefit others in the organization as well.

As mentioned above, knowing how the software can benefit others is critical for adoption, and you still need to hear from them before you can sell them. But as you’re listening to their challenges and priorities having these benefits in mind may help you highlight the value of the software.

For Agents

  • Improved Work/Life Balance: WFM software can streamline scheduling, making it easier for agents to request time off, pick up extra shifts, and maintain a better work/life balance.
  • Empowerment and Autonomy: The ability to indicate their shift preferences and availability can give agents a sense of empowerment and greater control over their work schedules.
  • Fair Scheduling: With the help of the software, agents can ensure a fair distribution of shifts and opportunities, reducing any perceived scheduling biases.

For Agent Supervisors

  • More Time for Coaching: With automation handling administrative tasks, supervisors can focus more on coaching and providing support to agents to improve their performance.
  • Data-Driven Decisions: WFM software provides valuable data and insights that can highlight performance gaps for supervisors and enable more data-driven decisions.
  • Team Visibility:It can be challenging, especially in remote environments, for supervisors to see who is working and when their team might be able to meet for a team meeting. WFM software can provide them visibility, and could even go a step further in scheduling team meetings at optimal times.

For WFM Team

  • Enhanced Efficiency: Automation in forecasting and scheduling simplifies complex processes, increasing efficiency and accuracy in their roles.
  • Creative Scheduling: WFM software can help the team develop more creative scheduling solutions, enabling them to create schedules that meet business needs, while still providing exceptional customer service and employee schedule flexibility.
  • Real-Time Monitoring: The software provides real-time data, enabling the WFM team to make informed, timely decisions based on the latest customer and employee data. It isn’t just seeing what is happening in the moment, but also better predicting what will happen the rest of the day and making adjustments accordingly.

For Company Leadership

  • Optimized Staffing: WFM software ensures that staffing aligns with customer demand, reducing unnecessary labor costs and increasing operational efficiency.
  • Improved Customer Experience: Through efficient scheduling and staffing, the software helps maintain high service levels, leading to improved customer satisfaction.
  • Increased Employee Engagement:  The software can also provide agents the schedule flexibility they’ve been asking for without having to sacrifice customer or business outcomes. This will increase employee engagement, helping the organization retain talent that they likely see as their strategic advantage in the marketplace.

Implementing new WFM software comes with its share of challenges. Agents, supervisors, the WFM team, and company leaders may resist the change, but it can be effectively managed by understanding their concerns and offering ongoing training. Embrace the software’s benefits, such as improved work-life balance for agents, streamlined decision-making for supervisors, and better staffing alignment for company leadership.

At Call Design North America, we’re here to guide you through this transformative journey, ensuring your organization is fully prepared for the transition. We don’t just implement or train and leave, we make sure you are thinking through all of the challenges of change management and helping you avoid common pitfalls. We can also help with continuous training, ensuring you’re getting the most out of your WFM platform.

Change may be challenging, but it’s also an opportunity for growth and success. With the right strategies and the right partner, resistance can transform into enthusiastic adoption, propelling your contact center to new heights.

Complex WFM Software Integrations Made Simple

Call Design on October 11, 2023

We may be a little bit biased, but we believe that the role of Workforce Management (WFM) software cannot be overstated. It’s the linchpin that keeps operations optimized and agents in sync. However, we also realize that implementing WFM software is not without its hurdles. One of the most prominent challenges that contact centers face is the complexity of integration. Whether that’s integration to your ACD, HRIS/payroll, or even your performance management platform, all of these systems can benefit from WFM data and your WFM platform can benefit from their data. But too often it isn’t as simple as plug-and-play, but could it be that simple?

Why is Integration Complex?

To grasp the essence of integration complexity, it’s crucial to understand the inherent intricacies that come into play. First and foremost, the challenge arises from the need to synchronize data seamlessly between various systems. When you integrate with WFM software, you’re essentially building bridges between databases and applications that may use different data formats, protocols, and technologies. Too often may feel like you’ve integrated a system but then find out that the data doesn’t match the original system and the WFM system. The challenge to build well-structured and consistently available “data bridges” can be incredibly challenging.

Moreover, the availability of data adds to the complexity. Many systems will say that they integrate with your WFM platform, but they may only mean 2 to 3 data points. This can leave WFM leaders incredibly frustrated as they need a full system integration between ACD to WFM and WFM to HRIS. Also, the data may be available, but the lack of timeliness can often make it pointless. How is WFM supposed to forecast intraday when the interaction volume is only updated daily? Or how can we provide intra-day flexibility to agents when we only get updated PTO allotments weekly?

Lastly, by integrating systems you may disrupt existing workflows, something that most contact centers strive to avoid at all costs. Agents rely on smooth, efficient processes to deliver top-notch customer service, so any disruption is a cause for concern.

Key Platforms for Integration

We’ve already mentioned how WFM can benefit from integration with other platforms. Here are a few key ones to consider: 

1. Communication Channels: Integration with various communication channels such as phone, email, chat, and others is essential. Without the ability to access interaction volume, workload time, and unproductive activities, WFM teams will fly blind when creating forecasts and schedules.

2. Reporting and Analytics Tools: For data-driven decision-making, integration with reporting and analytics tools is paramount. WFM may be able to analyze data inside of the channel distribution platform, and they may be able to pull that data into the WFM platform for further review. The ideal scenario, though, is being able to have all of that data in a BI tool. When WFM data is integrated with performance, productivity, and customer experience data WFM leaders are able to better justify the impact of their processes.

3. HR and Payroll Systems: Integrating WFM software with HR and payroll systems streamlines workforce management processes. Sure, your WFM platform may be able to create schedules, but if it isn’t integrated with the time-keeping software then schedule adherence can become an incredibly manual process for the WFM team. The manual work for WFM also increases when PTO approval has to be reviewed in two different systems. When WFM teams can see both the employee’s personal account balance and the forecasted net staffing the PTO approval process can be significantly streamlined. Add an ability to apply checker rules that automatically approve PTO requests based upon If/Then logic and you’ll really be moving!

Additional Considerations

1. Selection of Compatible Software and Tools:
Compatibility is not just about technical integration; it’s about harmonizing the various components of your technology ecosystem.

This is where third-party integration companies specializing in building WFM connectors come into play. Companies like Call Design, with decades of experience in this field, offer a unique value proposition. They bring a deep understanding of WFM software and its intricacies, which means they can tailor integration solutions to match your specific needs and platforms.

The advantage of working with such experts is their ability to bridge the gap between your existing systems and the WFM software you’re integrating. They not only ensure compatibility but also optimize the integration for maximum effectiveness. This can save your organization valuable time and resources, as you’re not left grappling with technical challenges.

2. Thorough Planning and Assessment:
If we don’t know the value of good planning, are we even doing WFM?!

There’s no sense in looking to ingrate systems “just because”. The platforms need to be helping the WFM team move towards a particular goal, or set of goals, that are supportive of the larger organizational strategy. Sure, improving automation of manual processes is great by itself, but once that manual work is automated what do you do with the labor associated with it? Where will we now have the WFM coordinator’s focus?

The planning and assessment process includes the project and change management necessary for all effective software rollouts, but it also includes mapping out how the WFM team will conduct their work differently once the integrations are complete.

3. Continuous Monitoring and Optimization:
Implementing the integrations is just the start of a long process. The WFM team needs to continually review and refine how the data flow is helping or could help additional processes.

It could be that the integration was just meant to improve the connection and accuracy of PTO balances between the WFM and HR teams. However, WFM may also be able to help HR with payroll accuracy based on ACD data coming in for schedule adherence. Or maybe there’s an ability to tie all three systems together. Where the agent logs into the phone system, which logs a clock-in action for payroll, and then submits a schedule adjustment for WFM schedule adherence all done automatically through integrations.

The key here is to continually review what additional systems, processes, and teams might benefit from deeper integrations.

As you consider how your WFM team can benefit from additional integrations, rest assured that experienced partners are here to assist. Call Design, with over 20 years of expertise in building and implementing WFM connectors, stands ready to walk you through the full process. From identifying which platforms you want to integrate with, to building the actual connectors, and implementing the solutions; we are here to help. We understand the challenges you face and are well-equipped to help you navigate the path to seamless integration, ensuring your WFM efforts yield optimal results for your employees, customers, and business leaders. Integrations can be complex, but they don’t have to be intimidating when you have the right partner with you.

Cómo Call Design proporciona estabilidad en medio del caos de WFM

Adolfo Pedraz on October 4, 2023

Los responsables de Workforce Management (WFM) se encuentran a menudo en una lucha constante por adaptarse. Call Design entiende los retos y frustraciones únicos que acompañan a este entorno dinámico. En este blog, abordamos los obstáculos a los que se enfrentan los gestores de WFM, incluidos los cambios de liderazgo y los cambios internos, y mostramos cómo Call Design es un socio sólido que proporciona estabilidad en medio del caos.

El reto de los cambios de software:

Imagínese esto: usted invierte en una solución de software WFM, creyendo que es la respuesta a sus necesidades, sólo para descubrir que la empresa detrás de ella ha sido adquirida o fusionada con otra plataforma. De repente, el software en el que ha llegado a confiar se enfrenta a un futuro incierto, y usted se queda luchando con la frustración de una vida útil limitada.

Aunque no podemos protegerle de las maniobras corporativas del sector, sí que podemos guiarle a través del laberinto. Call Design tiene conexiones en todo el espacio de WFM, incluidas las principales plataformas de WFM. Conocemos a los actores, entendemos sus trayectorias y estamos bien equipados para ayudarle a navegar por el difícil terreno de los plazos de fin de servicio. Con nosotros a su lado, no tendrá que enfrentarse solo a estas incertidumbres.

Seguir el ritmo de los nuevos actores:

El panorama de la WFM es un mercado en ebullición en el que año tras año aparecen nuevos participantes. Mantenerse al día y discernir qué plataformas merece la pena tener en cuenta se ha convertido en una tarea de enormes proporciones. Además, el riesgo de que los gigantes heredados absorban a los nuevos actores añade otra capa de complejidad al proceso de toma de decisiones.

Nosotros tomamos el pulso a los actores emergentes y conocemos a fondo sus posibles trayectorias. En lugar de ahogarse en una lista cada vez mayor de plataformas, puede recurrir a nosotros para obtener las últimas perspectivas y orientación.

Navegando en los cambios de liderazgo:

Los cambios de liderazgo dentro de los proveedores de software pueden ser increíblemente desafiantes. Imagínese tener que volver a formar repetidamente al gestor de cuentas de su proveedor debido a la constante rotación de empleados. Es frustrante cuando la visión y las promesas hechas por un grupo de líderes se desvanecen con su marcha, sólo para ser reemplazados por caras nuevas con nuevas estrategias.

Call Design proporciona una sensación de estabilidad que a menudo falta en este sector. Nuestro equipo central, dirigido por Michelle y Burke, ha sido una presencia constante desde nuestros inicios. Esta continuidad garantiza que sus relaciones con los clientes permanezcan ininterrumpidas, y no tendrá que adaptarse repetidamente a nuevos estilos de liderazgo.

Plataformas estancadas:

A veces, el problema no radica en que las plataformas cambien demasiado, sino en que lo hagan demasiado poco. Las grandes empresas heredadas pueden carecer de las características y funciones que usted necesita urgentemente para sus nuevos procesos y proyectos, lo que le deja atascado con un sistema que no está a la altura de sus necesidades.

Llevamos años ayudando a configurar las hojas de ruta de los productos de las empresas de software WFM. Aunque no podemos prometer el desarrollo inmediato de todas las funciones deseadas, podemos asegurarle que su voz no pasará desapercibida. Aportamos nuestra experiencia en el sector y nuestro apoyo incondicional para amplificar sus peticiones y esfuerzos. Aunque el cambio no se produzca de la noche a la mañana, con el apoyo de Call Design, su viaje hacia una plataforma más receptiva será mucho más factible.

Navegar por los cambios internos:

En el panorama siempre competitivo de las organizaciones, los contact centers se encuentran a menudo sujetos a rápidos cambios de prioridades y retos imprevistos. Ya sean las directivas cambiantes de la alta dirección o la influencia de otros departamentos, los equipos de WFM se enfrentan con frecuencia a cambios abrumadores.

Entendemos los retos únicos de los cambios internos. Nuestros consultores están profundamente arraigados en el espacio del contact centre, habiendo pasado la mayor parte de sus carreras en las trincheras. Aunque no podemos eliminar los cambios internos, abogamos por un enfoque más estratégico. Animamos a los equipos de WFM a pasar de un modo reactivo a una postura proactiva, alineando sus esfuerzos con objetivos organizativos más amplios. Con nuestro apoyo, podrá afrontar los cambios internos con resistencia y determinación.

En un panorama de contact centers definido por su incesante ritmo de cambio, Call Design se erige como un faro de estabilidad y apoyo. Aceptamos la inevitabilidad del cambio, reconociéndolo como un aspecto fundamental del sector. Sin embargo, también comprendemos el valor de la estabilidad y la continuidad en las relaciones con nuestros clientes. A medida que se enfrenta a los retos del entorno cambiante de los centros de contacto, recuerde que Call Design está aquí para proporcionarle experiencia, orientación y soluciones a medida para mejorar sus operaciones.

How Call Design Provides Stability Amidst the WFM Chaos

Call Design on September 27, 2023

Workforce Management (WFM) managers often find themselves in a constant battle to adapt. Call Design understands the unique challenges and frustrations that accompany this dynamic environment. In this blog, we address into the hurdles faced by WFM managers, including leadership changes and internal shifts, and showcase how Call Design stands as a steadfast partner, providing stability amidst the chaos.

The Challenge of Software Changes:

Picture this – you invest in a WFM software solution, believing it’s the answer to your needs, only to discover that the company behind it has been acquired or merged with another platform. Suddenly, the software you’ve come to rely on faces an uncertain future, and you’re left grappling with the frustration of a limited service life.

While we can’t shield you from the industry’s corporate maneuvers, we can certainly guide you through the maze. Call Design has connections throughout the WFM space includes the major WFM platforms. We know the players, we understand their trajectories, and we’re well-equipped to help you navigate through the challenging terrain of end-of-service timelines. With us by your side, you won’t have to face these uncertainties alone.

Keeping Pace with New Players:

The WFM landscape is a bustling marketplace with new entrants popping up year after year. Staying updated and discerning which platforms are worth your consideration has become a daunting task. Moreover, the risk of new players being absorbed by legacy giants adds another layer of complexity to the decision-making process.

We keep our finger on the pulse of emerging players and maintain a deep understanding of their potential trajectories. Instead of drowning in an ever-growing list of platforms, you can turn to us for the latest insights and guidance.

Navigating Leadership Changes:

Leadership changes within software providers can be incredibly challenging. Imagine having to retrain your vendor’s account manager repeatedly due to constant employee turnover. It’s frustrating when the vision and promises made by one set of leaders vanish with their departure, only to be replaced by new faces with new strategies.

Call Design provides a sense of stability that’s often missing in this industry. Our core team, led by Michelle and Burke, has been a constant presence since our inception. This continuity ensures that your client relationships remain uninterrupted, and you won’t have to repeatedly adapt to new leadership styles.

Dealing with Stagnant Platforms:

Occasionally, the challenge doesn’t lie in platforms changing too much, but rather in them changing too little. Large legacy players may lack the features and functions that you urgently require for your new processes and projects, leaving you stuck with a system that falls short of your needs.

We’ve helped shape the product roadmaps WFM software companies for years. While we can’t promise the immediate development of every desired feature, we can assure you that your voice won’t go unheard. We lend our industry expertise and unwavering support to amplify your requests and efforts. While change may not happen overnight, with Call Design behind you, your journey towards a more responsive platform becomes all the more achievable.

Navigating Internal Changes:

In the ever-competitive landscape of organizations, contact centers often find themselves subject to rapid shifts in priorities and unforeseen challenges. Whether it’s the shifting directives of upper management or the influence of other departments, WFM teams frequently face overwhelming changes.

We understand the unique challenges of internal changes. Our consultants are deeply ingrained in the contact center space, having spent most of their careers in the trenches. While we can’t eliminate internal changes, we advocate for a more strategic approach. We encourage WFM teams to shift from a reactive mode to a proactive stance, aligning their efforts with broader organizational objectives. With our support, you can navigate internal changes with resilience and purpose.

In a contact center landscape defined by its relentless pace of change, Call Design stands as a beacon of stability and support. We embrace the inevitability of change, recognizing it as a fundamental aspect of the industry. However, we also understand the value of stability and continuity in our client relationships. As you navigate the challenges of the evolving contact center environment, remember that Call Design is here to provide expertise, guidance, and tailored solutions to elevate your operations.

Your journey toward a more stable and strategically aligned contact center begins with us. Contact Call Design through our contact page or by emailing us at [email protected]. Let’s work together to transform today’s challenges into the successes of tomorrow.

WFM: The Missing Link in Your Strategic Vision

Call Design on September 20, 2023

WFM teams can be, and should be, part of the strategic planning process. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Regardless of who doesn’t get it, we believe that WFM teams are critical to the success of every organization because of their added value to the strategic planning process.

To the Leaders Above WFM Teams:

One – We Sit at the Crossroads of the Organization:

As WFM professionals, we have a unique perspective that allows us to witness the intersections of various organizational functions. By being at the forefront of operations, we can identify opportunities to drive efficiencies, cut costs, and optimize resources. Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions.

Two – Front Row Seats to Improve Agent Lives:

Happy, engaged, fulfilled, and aligned (HEFA) employees are the backbone of any successful organization. WFM plays a crucial role in shaping the work environment for agents. By involving WFM in the strategic planning process, leaders can leverage our expertise to design flexible schedules and implement automation solutions that enhance agent satisfaction. Happier agents lead to improved customer experiences, reduced turnover, and increased productivity. And that’s a strategic advantage!

Three – Early Adoption of Data-Driven Decision-Making:

Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. By incorporating WFM into the strategic planning process, organizations can tap into our wealth of data and insights to inform future forecasts, resource allocation, and performance measurement. WFM professionals are well-equipped to guide organizations toward evidence-based decision-making and help align strategic goals with operational realities.

Four – Maximizing Cost Efficiency Through Resource Optimization:

One of the key contributions of WFM teams to the strategic planning process lies in their ability to drive cost savings through effective scheduling of resources and accurate forecasting. By leveraging historical data, advanced analytics, and industry expertise, WFM professionals can optimize staffing levels, align them with anticipated demand, and minimize overstaffing or understaffing situations. This proactive approach not only improves operational efficiency but also helps organizations allocate resources more judiciously, resulting in significant cost savings. By involving WFM teams in strategic discussions, leaders can harness their knowledge and insights to make informed decisions that directly impact the bottom line. Embracing WFM’s expertise in resource management is a strategic imperative for organizations seeking to achieve sustainable financial success while maintaining operational excellence.

We’re more than just the team that produces schedules and makes sure people are adhering to their schedules. The nature of our team requires us to hear from differing voices, digest qualitative and quantitative data, and make sure that appropriately balance the business, customer, and agent needs. If there was ever a team that needed to be at the table of strategic planning, it’s us!

To the Leaders In WFM Teams:

One – Don’t Just Focus on Tactics, Look Up and Consider the Strategic Direction:

While tactical execution is essential, as WFM leaders we must broaden our perspectives and align our efforts with the overarching strategic goals of the organization. Whether you want to positively impact your team, make a bunch of money, get promoted, or feel like you’re making a difference, all of these paths lead towards you participating in strategic planning. The best way for you to accomplish your goals is to elevate your impact past just tactics and start thinking strategically for your organization.   

Two – Manage Up:

Building strong relationships with leaders above the WFM team is crucial for gaining recognition and influence. Proactively engage with senior management, provide regular updates on WFM initiatives, and articulate the value that effective WFM brings to the organization. By effectively managing up, we can secure a seat at the strategic planning table.

Three – Support Others First:

To become trusted advisors, we should approach strategic planning discussions with a mindset of support and collaboration. By actively listening to and understanding the needs and challenges of other departments, we can tailor our contributions to align with broader organizational objectives. By demonstrating a commitment to supporting others, we can earn the trust and respect necessary to lead strategic conversations.

Four – Lead with Expertise and Influence:

As WFM leaders, we possess a wealth of knowledge and experience in optimizing operations, enhancing customer experiences, and driving employee engagement. By confidently showcasing our expertise and providing strategic recommendations, we can shape discussions and guide decision-making. By becoming influential voices within our organizations, we can elevate the role of WFM and solidify its position in the strategic planning process.

Integrating WFM into the strategic planning process is a win-win situation for organizations and their WFM teams. By recognizing the unique insights and contributions of WFM professionals, leaders can unlock opportunities for operational efficiencies, agent satisfaction, and overall business success. Embracing WFM as a strategic asset paves the way for a future where organizations thrive, employees are happy, engaged, fulfilled, and aligned, and customer experiences are exceptional.

Remember, WFM is more than just a tactical function; it is a strategic enabler that empowers organizations to achieve their goals while creating a fulfilling work environment for employees. Let’s work together to elevate the role of WFM and drive positive change within our organizations.

–Dan Smitley

Embracing the AI Revolution in Contact Centers: A People Centric Approach

Call Design on September 13, 2023

The world of contact centers has been buzzing with talk of AI for years. From IVR systems and self-service solutions to chatbots and automated email responses, technology has been steadily transforming the industry. But now, it’s different. The advancements in AI technology and its widespread adoption have brought us to a new era. The landscape is shifting, and with it comes a sense of excitement and apprehension. In this blog, we’ll dive into the crucial aspects of dealing with AI in contact centers, exploring whether to embrace it or not, how to think about AI in a people-centric way, and practical steps to prepare for the inevitable changes that lie ahead.

Is this discussion really all that new?

Not really. The truth is, we’ve been anticipating the integration of AI in contact centers for quite some time now. Whether it’s IVR, self-service, chat bots, or email, these technological advancements have been transforming the contact center landscape for years, if not decades. However, what truly sets the current situation apart are the significant strides in technology and adoption. The AI revolution is no longer a distant possibility; it’s already in full swing. As we navigate this new reality, we must acknowledge that AI is set to make a profound impact, and it’s happening now. According to a recent CCW report, 71% of contact center leaders anticipate generative AI making a major impact. As of May 2023, a staggering 85% of American workers have already utilized AI in their work tasks. So, while the idea of AI in contact centers might not be entirely new, the current advancements and adoption rates demand our serious attention.

Should we embrace it or run from it?

The question on everyone’s minds is whether to embrace AI or approach it with caution. The reality is that every organization is on its own unique journey towards AI and transformational technology. It doesn’t matter if you’re a small company seeking to streamline processes or a large corporation looking to automate entire divisions. The key is to take that first step, irrespective of your starting point. As the technological advancements and AI’s influence become more pronounced, some may feel tempted to jump to extreme conclusions about its consequences. However, it’s important to resist those urges. AI is unlikely to lead to universal basic income programs or take over the world. Rather, we are experiencing a “printing press moment,” where the potential of AI is evident, yet its effects remain minimal in the short term. In the long run, AI will enhance productivity by complementing human capabilities. While some support roles may be impacted, the core value of human interaction and expertise will endure.

How we should be thinking about AI in contact centers?

To understand AI’s role in contact centers, let’s draw a parallel with the farming industry. In the past, farming was necessary for families and towns to survive. As technology advanced, fewer people needed to farm, and large-scale operations became prevalent. Similarly, technology has been enabling organizations to offload certain contact center tasks, allowing Business Process Outsourcers (BPOs) to handle the work more efficiently. With the integration of AI into contact centers, there may be further consolidation of these tasks. However, just as farmers’ markets continue to thrive in some cities, there will still be value for companies to maintain their own contact centers, especially if they can provide unique, personalized experiences. It is the middle ground, focusing on the balance between automation and human touch, that will likely get squeezed. Smaller and niche contact centers can differentiate themselves by delivering exceptional customer experiences. Meanwhile, larger centers may opt to outsource certain interactions to BPOs that can efficiently handle high volumes.

We can draw another comparison to restaurants. When we dine out, we don’t visit McDonald’s expecting a Michelin star experience. The quality and speed of service are vastly different. Similarly, AI can provide quick, automated experiences for low-hanging fruit in contact centers, streamlining processes and reducing response times. Some organizations may choose to focus here, catering to customers who prioritize efficiency over personalization. However, others will realize that a more leisurely and personalized experience still holds value for their customers. They understand that some queries or issues require the human touch to be fully addressed.

Even with the increasing automation, the core truth remains—behind all the AI and technology, there is still a person who can solve your problem. While the landscape of contact centers may have evolved, there are still contact centers, albeit they may look different. The key is understanding the expectations of your customers and delivering accordingly. Just as you wouldn’t serve fast food to someone expecting a gourmet meal, you shouldn’t expect fast-food customers to wait for an elaborate dining experience. Balancing the right level of automation and human interaction is the key to successful AI implementation in contact centers.

What steps can be taken now?

As the AI revolution unfolds, there are practical steps you can take to prepare yourself and your contact center for the changes ahead. Start by engaging in meaningful conversations with your current vendors to understand their AI plans and platform direction. Experiment with generative AI in your own environment by automating tasks such as email responses and note summaries. While technology is essential, don’t forget the power of soft skills. Focus on upskilling yourself and your team in areas like empathy and kindness, as these uniquely human qualities will continue to add significant value in a world where AI and automation handle much of the heavy lifting. Additionally, educate your contact center agents about the evolving landscape, centered on helping them grow and thrive rather than replacing them.

The journey of AI in contact centers is neither new nor unfamiliar. We’ve been anticipating its impact for years, but now, with unprecedented technological advancements and widespread adoption, it’s time to face this new reality. Instead of fearing the changes ahead, we should embrace the opportunities that AI presents. As we navigate this landscape, let’s remember the value of human touch and empathy, and how these qualities will continue to play a pivotal role in creating exceptional customer experiences. At Call Design, we are committed to helping you prepare for the AI revolution, empowering your WFM teams to become strategic assets within your organization. Together, let’s forge a path that elevates your contact center, enhances employee fulfillment, and aligns your business for a successful future in the era of AI. Reach out to us today, and let’s embark on this transformative journey together!