Navigating WFM Challenges with Call Design Connectors

Call Design on November 15, 2023

Too often the WFM teams find themselves caught between two worlds. Between data-driven decisions and gut feeling, between customer needs and agent needs, between automated workflows and manual interventions. How often have you heard “WFM is both art and science”, and it’s true! Sometimes the tension benefits the environment, refining processes and people towards excellence. Other times the tension is unnecessary and just causes friction without benefit. That unnecessary friction, lacking any real benefit, is often because of pointless manual work. Do any of these manual processes sound similar to your environment?

The PTO Balancing Act

You have a workforce management software that can approve or decline PTO requests based on forecasting and staffing. It’s a powerful tool, but it falls short in one critical aspect—it can’t see your agents’ actual PTO balances. The result? Your WFM team ends up manually approving or declining requests, creating unnecessary work. Or perhaps, your system has a bucket for PTO balances, but it’s not synced with the HR/payroll system, and you’re still left with a manual process to ensure alignment. It’s a headache, to say the least.

The scenario becomes even more challenging during peak vacation season when many of your agents need the same day(s) off. It’s not only adding unnecessary frustration to your WFM team’s process, but it also adds a delay to the approval process for your agents. All because two systems don’t automatically synch up.

The Isolated Omnichannel Platform

You’ve invested in a cutting-edge omnichannel platform that promises to revolutionize your operations. It’s packed with features, but here’s the catch—it’s not connected to the rest of your ecosystem. Quality management, workforce management, performance management—everything has to be manually linked to the new platform. The IT team assures you they’ll build an automated process, but they’re swamped, and it won’t happen anytime soon. Now you’re stuck with manual data entry and countless workarounds.

This isolation not only hampers efficiency but also hinders your ability to adapt quickly to changing customer needs. You find yourself in a dilemma, torn between the potential of the omnichannel platform and the reality of manual data integration.

Your role as a WFM leader is about optimizing resources and ensuring that customer interactions run smoothly. The disconnect between your new omnichannel platform and the rest of your tools is like driving a high-performance car on a muddy track. You have the power, but the environment holds you back.

The Not So Real-Time Dilemma

Your WFM and ACD platforms talk to each other, but it’s a conversation that happens only once an hour. The data is reliable, and you can reforecast intraday, but there’s a crucial piece missing. You can’t monitor agent statuses in real time against their schedules. It’s a back-and-forth game, and it consumes your day.

You see the agent status on one screen and look to another screen to see their schedule. By the time you realize that they are in the wrong state they’ve already moved on and you’ve lost them in a sea of agent extensions. Your real-time adherence team spends their whole day trying to move back and forth between two screens that you’re concerned they might need FMLA to deal with the whiplash!

The hour-by-hour data transfer may not seem like a big issue, but in the world of WFM, a lot can happen in an hour. Service levels can fluctuate, agents can become unavailable, and customer interactions need immediate attention. The inability to monitor agent status in real-time adds unnecessary complexity and manual processes to your already chaotic environment.

Maybe There’s Another Way

Now, picture this: Call Design connectors that make all your horribly manual processes go away.

No more manually checking the HR system to find the PTO balances. With the right connectors, the information can be brought into the WFM tool AND the information can be pushed back into the HR system. So now your WFM team can fully leverage the automation your platform has but was lacking the real PTO balances.

Your omnichannel platform can seamlessly integrate with the rest of your tools with the right connectors. Eliminating manual data entry and giving your WFM team’s Ctrl C and Ctrl V buttons a rest.

The hourly data feed becomes real-time, letting you track agent statuses against real-time schedules effortlessly, and your RTA team sings your praises.

As a WFM leader, the impact of these data connectors goes beyond solving technical challenges. It’s about creating a work environment where your team can focus on what truly matters—delivering exceptional service while maintaining a work-life balance. These connectors might just be the missing piece of the puzzle that empowers you to excel in your role.

In the world of WFM, challenges are aplenty, but solutions are invaluable. Call Design’s data connectors are not just a technological fix; they’re a lifeline for WFM leaders who understand the nuances of their role. They empower you to make informed decisions, save time, and focus on what truly matters—creating a happy, engaged, fulfilled, and aligned workforce.

Back to School: Basic Workforce Management Principles for Scheduling in Contact Centers

Ken Tse on August 30, 2023

As we gear up for the back-to-school season, it’s the perfect time to go back to basics on the ABCs of contact centers scheduling. Workforce management (WFM) plays a vital role in the seamless functioning of contact centers, ensuring optimal staffing, exceptional customer service, and agent satisfaction. Effective scheduling is the backbone of WFM, and mastering its basic principles is essential for success. In this blog, we will delve into the fundamental workforce management principles for scheduling in contact centers, providing you with the knowledge and tools to excel in your role.

1. Accurate Forecasting and Planning

The first lesson in workforce management scheduling is accurate forecasting and planning. Effective forecasting involves predicting customer interaction volumes, including calls, emails, chats, and more, based on historical data and trends.

By analyzing past data, you can identify patterns and predict future workload, helping you plan the right number of agents needed at different times of the day, week, or month. Accurate forecasting is the foundation of successful scheduling and ensures that customer demand is adequately met without over or under-staffing.

2. Schedule Flexibility for Dynamic Demands

Contact centers experience dynamic call volumes throughout the day, with peaks and troughs driven by customer behavior, external events, and marketing campaigns. Embracing schedule flexibility is essential for effectively managing these changes.

Consider implementing flexible scheduling options such as staggered shifts, part-time shifts, or offering voluntary time-off during quiet periods. Schedule flexibility empowers you to balance workload efficiently, improving service levels and agent satisfaction.

3. Real-Time Monitoring and Adjustments

In the world of contact centers, agility is key. Unexpected changes in customer demand can occur at any moment, necessitating real-time monitoring and adjustments.

Utilize real-time metrics to monitor call queues, average handle times, and agent availability. Being proactive in monitoring enables you to make informed decisions and redistribute resources as needed, ensuring optimal service and customer satisfaction.

4. Adherence to Service Level Agreements (SLAs)

Meeting service level agreements is a primary objective of workforce management. Service level agreements can be defined as the percentage of customer interactions that must be answered within a specified time frame, such as “80% of calls answered within 30 seconds” or average speed of answer, such as “60 seconds”.

Scheduling enough agents during peak hours is crucial to meeting service level targets consistently. Adherence to SLAs enhances customer satisfaction by reducing wait times and ensuring timely issue resolution.

5. Agent Empowerment for Enhanced Engagement

Incorporating agent empowerment in the scheduling process has a direct impact on agent engagement and performance. Involve agents in the schedule creation process by considering their preferences and shift bids.

When agents have some control over their schedules, they are more likely to feel valued and committed to their roles. Empowered agents are happier, more productive, and less likely to seek alternative employment, reducing turnover rates.

6. Skills-Based Routing for Efficient Service Delivery

In contact centers, not all agents possess the same skill set or expertise. Skills-based routing ensures that customer interactions are directed to the most suitable agents, maximizing first-call resolution and customer satisfaction.

When creating schedules, align agent skills with expected call types and volumes. Skills-based routing reduces transfers, enhances agent confidence, and ultimately improves overall service delivery.

7. Adherence to Labor Regulations

Compliance with labor laws and regulations is non-negotiable for any contact center. Scheduling practices must align with local labor laws regarding working hours, break times, overtime, and rest periods.

Maintaining compliance not only avoids legal issues and penalties but also promotes a healthy work environment and safeguards agent well-being.

8. Continuous Training and Development

Effective workforce management extends beyond creating schedules. Investing in continuous training and development for agents is critical for delivering exceptional customer service.

Allocate time in schedules for agents to participate in training sessions without compromising service levels. Ongoing training keeps agents updated on product knowledge, industry trends, and customer service techniques, making them more confident and capable in their roles.

Conclusion

Congratulations! You’ve successfully completed your back-to-school crash course on the basic workforce management principles for scheduling in contact centers. Armed with these principles, you are well-equipped to optimize schedules, meet customer demands, and enhance agent satisfaction.

Remember, accurate forecasting and planning form the foundation of effective scheduling. Embrace schedule flexibility to handle dynamic demands and be proactive with real-time monitoring to make timely adjustments.

Strive to meet service level agreements consistently, empower agents in the scheduling process, and implement skills-based routing for efficient service delivery. Always maintain compliance with labor regulations and invest in continuous training and development for agents.

As you apply these principles in your role in the workforce management team, you’ll contribute to the success of your contact center and foster a positive and productive work environment. With dedication and a commitment to excellence, you’re well on your way to becoming a scheduling superstar in the world of contact center workforce management!

–Ken Tse

From Micro-Shifts to Schedule Adherence: The Benefits of Remote Agents for Workforce Management Teams

Call Design on April 5, 2023

As the world becomes more connected, remote work is becoming increasingly popular, especially in our post-pandemic environments. And in the world of contact centers, workforce management teams should be the biggest champions of remote agents!

Why? Well, here are five quick reasons:

  1. Split-shifts
  2. VOT and VTO
  3. Micro-shifts
  4. No longer worrying about seat allocation
  5. Increased schedule adherence

One – Split-Shifts

When agents work remotely your scheduling team suddenly has a lot more options. When people aren’t having to commute to the office, schedules that didn’t make sense before now have great value. Working from 6am-8am and then again from 12pm-6pm might be horrible for people coming and going into the office. However, for someone working from home this now gives them the chance to work some, then get the kids off to school, head to the grocery store when it’s fairly empty, grab some lunch, and then head back to work. It’s likely not for all of your agents, but for some people, this is a huge win.

Two – VOT and VTO

Then there’s voluntary overtime and voluntary time off. How many real-time teams are constantly chasing people to either add a few hours to their shift or drop hours off to help service levels and budget constraints? When agents work from home you can increase your chances of someone willing to work an extra 1 or 2 after their shift if they know they don’t have to commute home. Or agents might be willing to leave after only working 2 hours if they didn’t just waste 45 minutes driving to work. You give your RTA team a fighting chance with VOT and VTO when your agents work from home.

Three – Micro-Shifts

Micro-shifts can be a game changer for many organizations.  Working remotely now opens up the possibility of having someone work just 1-3 hours at a time. When you can create work segments that small you can start having agents self-select their schedule and use micro-shifts as building blocks. Now if you create those segments just when you have staffing shortages you suddenly have a way of giving your agents autonomy and control over their schedules while also flatting out your staffing variations and meeting a more consistent service level. Win-win!

Four – Seat Allocation 

The fourth benefit may be easy for non-contact center folk to overlook, but WFM and operation teams that work in overstaffed centers know the pain of seat management. When scheduling and managing remote agents you no longer have to worry about so-and-so sitting next to each other and talking the whole time, throwing off your shrinkage. Or so-and-so both loving sitting next to the window, but only having one seat available. As a WFM team, you can simply avoid the relational and logistical issues that come with physical contact center seats and simply focus on meeting the demands of the business and customers. 

Five – Schedule Adherence

Our final benefit is close and dear to many WFM hearts, schedule adherence. When agents aren’t getting stuck in traffic their schedule adherence will increase. Now add in schedules with varying start times and lengths, like we already discussed, and pair that with a shift-bid, where agents select their schedules, *chefs kiss*. It may not be magical but it’s as close as we get in the WFM world!

For many WFM teams working from home may seem like a non-issue. Whether the agents work in locations A, B, or at home it’s still just numbers and schedules. Forecasts will be what they are and service level goals will remain the same. However, I believe that perspective is short-sighted and hopefully you now see the benefits to the WFM team when their agents work from home. So let’s get off the sidelines, WFM teams, and start championing remote work efforts. Your agents and their schedule adherence will thank you!

At Call Design we believe employees have the right to be happy, engaged, fulfilled, and aligned at work. Remote agents are a way start to make that happen, but managing, scheduling, and engaging remote workers can be challenging. If you agree that remote agents can benefit your organization, but aren’t sure how to make that happen then reach out! We’d love to help you strategize and implement a great remote program for your contact center.

– Dan Smitley

Increasing Agent Satisfaction with Better WFM Tools

Call Design on May 28, 2019

Aspect Software’s most recent Contact Center agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind.

A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction. Adding more flexibility to the scheduling process can help agents find that work/life balance they want, but contact centers still need to maintain the right staffing levels to achieve their service goals. The right WFM tool can help you find the right balance.

More options in the scheduling process – Agents can feel more engaged when they feel more control over and connection with their work lives. You’ve forecasted the staffing levels to meet your service goals, and you can control the methods you use to fill those staffing levels. The right tools can add new options that might not have been feasible in the past.

  • Preference-Based Scheduling – Allowing agents some input into the scheduling process can be a very effective way to make agents feel more involved and invested. You can reward experienced senior employees with schedules build on their preferences for days worked and start times, or add another layer by adding performance scores to the mix as an incentive for above-average work. You can take a subset of agent and create preference-based schedules as a base, then building rules-based schedules on top to make sure all your requirements are covered.
  • Dynamic Scheduling – For flex agents or work-at-home agents, could you increase your options for schedule flexibility? If your work-at-home agents would like to work some hours in the morning, some in the afternoon or some in the evening, it could be a win-win for them and you. Giving them a schedule that better fits their lives while allowing you to have them working at the busiest times of your day without having to keep them on the clock at slower times when they aren’t needed. With manual scheduling, the logistics are daunting; but the right WFM tool can help you break down your staffing requirements into configurable blocks and then present the available blocks to agents so they can effectively build their own schedules.  
  • Shift Bids – Many contact centers use shift bidding to fill schedules and give agents a method to move from less-favored schedules to ones they like better when those schedules become available. But creating and executing a shift bid can be extremely time-consuming when done manually, limiting the frequency you can offer new bids, which limits the chances your agents have to move to a schedule they like. Having a WFM tool that helps automate this process means that you can offer shift bids more often, not only assisting agents to feel more involved, but also giving you the chance to use fresher schedules that are a more optimal fit for your current business requirements.

More options for intra-day changes – Agents want flexibility when it comes to meeting their need for planned time off as well as accommodating things that come up at the last minute.

  • Automated Vacation – Rather than going through a cumbersome process of contacting a manager to find out if vacation time is available, sending emails to the scheduling team, then waiting for those extremely busy people to have a chance to respond, an agent using an automated WFM request process can see available vacation hours and use self-service tools to enter vacation requests that are processed in a fraction of the time. Agents feel more control over their vacation strategy, team supervisors don’t need to stop what they’re doing to deal with vacation requests, and the scheduling team knows that staffing levels are protected against any accidental overpromising of vacation or feelings that favoritism is used in the process.
  • Ease of VTO and VOT – Some agents look for any opportunity for overtime, and others might need to leave early to deal with family emergencies; either way, it’s another opportunity to satisfy your requirements and satisfy agents at the same time. When you’re busier than expected and need additional agents, the right WFM tool can help you identify the agents who want overtime, while still tracking who is working OT and setting any limits to avoid giving too much OT to the same people. Similarly, you can make voluntary time off available to agents who need it, alleviating unexpected overstaffing by allowing those agents to request VTO though an automated process that gets them off the clock sooner and saving the contact center unnecessary staffing costs.  
  • Automated Trades – Opening the shift swap process to larger groups of agents, even agents at different sites means more opportunities for trades for your agents; but it also brings more complexity. An automated tool can keep tight control over the trade process, allowing agents to have more possible trade partners while automatically checking skill compatibility, staffing levels, protecting against overtime, controlling the number of times agents are trading, and other configurable rules that you would otherwise have to check manually. As with automated vacation request, agents get a response faster, and all users can be alerted so they can keep an eye on the trade process.

Mobile Access

Many agents would love 24/7 mobile access to their schedules, vacation requests, and trades; the newest generation of agents may even expect that they will be able to interact with their work schedules anytime from their phones. A Mobile WFM app can add another level of agent satisfaction to your scheduling process by making all of your schedule optimization efforts accessible even when agents aren’t online at work. This can be extremely helpful in streamlining and automating your callout process when agents can’t make it to work, as well as allowing you to communicate things like overtime availability to agents who might be willing to start work early if you need them. Shift bidding can be facilitated if you give agents the ability to meet their bid window even if they aren’t at work.

Added options for schedule flexibility is just one way that a best-fit Workforce Management tool can make a real difference to your agents’ satisfaction with their jobs, helping you keep your top performers and attract new talent. Contact us or email the Call Design team today to find out how we can help make it happen for you!