Turning Contact Centers Into Revenue Generators
The modern contact center can be much more than an order-taking
, cost-generating black hole. NICE Workforce management can transform the contact center from a marginal role-player to a leading value producer.
Labor represents two-thirds or more of the total operating cost of a typical contact center, which is why making informed changes in agent deployment can have a dramatic
impact on costs and revenue. But not all workforce management systems are created equal. Spreadsheet-based workforce management tools are just not sufficient to meet the demands of todays complex contact center environments. Though better than a paper and pencil, spreadsheet-based tools are manual-labor-intensive and lack the functionality necessary for successfully managing a contact center of any size.
Five Characteristics of Fully Capable Workforce Management Systems
The best workforce management systems have a positive impact on every stakeholder in the contact center, not only agents but supervisors, managers, executive and the IT professionals who support these systems, too. Be sure to consider these five crucial dimensions when evaluating a workforce management investment:
Personalized Ease of Use Look for a workforce management system that provides personalized displays. Allowing users to customize their experiences enables them to arrange screens and views based on their most commonly used features and work in a way that feels most comfortable to them.
Depth of Functionality Choose a solution that can provide schedules and forecasts well over one year in advance, and interval granularity down to 15-minute blocks. A comprehensive workforce management system should automatically adjust for time zones, routing methodologies and hours of operation.
Embedded Multi-Skill Simulation Find a system that is capable of simulating the contact centers exact routing rules (at both the automatic call dialer and network level), agent skills, skill level and availability. Your workforce management system should also present users with the ability to quickly gauge the potential impact of routing changes and future developments in agent skills.
Multimedia Support Invest in a workforce management system that can govern inbound, outbound, Internet and back office tasks. Your system allow should allow agents to switch between call queues and non-call work, such as e-mail, chat and back-office tasks (e.g., claims processing). It should be sensitive to resolution times and service levels associated with different tasks, and allow backlogged work to seamlessly flow to the next days forecast.
Flexible Architecture and Integration Look for a system that supports both single-server and distributed architectures for future scalability. It also should integrate with other key contact center and enterprise applications, including dialers, HR/payroll and quality monitoring systems.
Commit to the Critical Capabilities
Pulling the trigger on any enterprise investment is challenging. Start by identifying your organizations expectations for the two pillars of workforce management: improved operational efficiency and increased customer satisfaction. Then evaluate potential workforce management solutions using the five critical capabilities above, and the solution will emerge. Your organization can move forward with its workforce management transformation, secure in the knowledge that all stakeholders will be empowered by the tools and technologies they need to make the contact center a vibrant, value-added contributor to the enterprise bottom line.
To learn more about using workforce management to transform your contact center into a profit center, download the NICE white paper, Workforce Management That Works: Critical Capabilities.
by: NICE Systems
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