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Resource Planning & Workforce Management Workshop
Wednesday 21st April 2010
Presented By:
Fergus Kelly
Tel: +353 86 851 0139 E-Mail: [email protected]
Dublin -Head Office
Sandyford
Cork – Support Centre
National Software Centre
Beacon Court
• People – Leading technology specialists in Verint and Avaya solutions.
• Locations – Offices in Dublin, Cork and Limerick with support nationwide
• Specialists – Contact Centre Technology
The Company
Limerick– Support Centre
National Technology
Park
Solutions
IP Telephony
Support
ACD
Reporting
CTI
Applications
Compliance
Tagging
Quality
WFM
WFO
Delivery
Design
• Winner - Contact Centre Supplier of the Year 2009 at the Irish Contact Centre and Shared Services Awards
• Finalist - One to Watch Award at the Ulster Bank Business Achievers Awards 2009
Awards and Recognition
Verint Workforce Management
Why is WFM so Important?
• Operating Costs- 60% - 70% of Operating Cost is personnel related
Overstaffed Understaffed
Labour Cost Attrition
Productivity Service/Revenue
Fixed Shifts
Idle Time = High
8:00 18:00
Service Level = Low
Staffing
Flexible Shifts
Headaches with WFM
MissedServiceLevels
ExcessIdle & Over
Time
IneffectiveReporting
HighTurnover
No Visibility OnPerformance
Unable to TrackAgent
Adherence
InaccurateForecasts
Low AgentSatisfaction
HighShrinkage
Schedule Changes, Effective Schedules
Excess Administrative
Time
Limitations of Manual WFM
• Forecasting– Difficult to Acquire Data– Hard to Spot Trends– Tedious & Time-Consuming
• Staffing– Difficult to Analyze Tradeoffs– Time-Consuming to Perform Multiple Calculations– Difficult to Meet Complex Work Rules
• Scheduling– Skill based scheduling - difficult to analyze all
possible options– Results in Over/Understaffing– Hard to Meet Desires of Staff
• Reporting and Analysis– Historical and real-time insight into the activities of
the center
WFM = Optimisation of Objectives
EmployeeSatisfaction
• Preferences• Schedule needs
• Vacations• Consistent and fair
processes• Participate in WFM
process• Communication and
information sharing
Costs• Create optimal schedules
• Accurate forecasting• Precise resource scheduling• Minimal over/under staffing• Optimized use of overtime
Customer Retention and Business
Growth• Enhance customer
experience• Minimize crisis
management• Provide decision support &
management tools• Communicate effectively
• Differentiate through service
• Premier service for premier
and profitable customers
Contact Centre
Verint Workforce Management
• A proven, best of breed WFM solution with powerful, yet easy to use forecasting and scheduling features required by contact centers globally.
• Active and anchor component of broader analytics powered Workforce Optimisation solution
• It helps contact centers– Meet service levels– Lower costs of delivering service– Improve agent satisfaction and productivity– Gain visibility into contact center operations– Plan strategically for the long term
Verint Workforce Management
Impact 360 Business Process
Integrations
Strategic Planning
Forecast Flexibility
Proven Solution Value-add Services
Complete Web-Enabled Self Services
Optimized Scheduling
Superior Adherenc
e Managem
ent
Better Intraday
Management
CONTACT CENTERAND
ENTERPRISE-WIDE
CONTACT CENTERAND
ENTERPRISE-WIDE
Payback – WFM System
• Improve service levels– Increase forecast accuracy– Manage Intraday variations from plan– Schedule breaks, training, etc. at the optimal time
• Lower cost of delivering service– Use agent skills and proficiency for more efficient scheduling
• Reduce staff hours and need for overtime • Identify overstaffed periods – Time off opportunities
– Manage schedule adherence in real time• Reduce workforce shrinkage
• Increase agent satisfaction– Better schedules that fit agent preferences– View schedules, swap shifts, bid for shifts, request time off from desktop
• Gain visibility into center’s performance– Get alerted and monitor key operational metrics in real time– Comprehensive out-of-the-box reports
• Increase productivity– Automate routine administrative tasks– Frees up time for critical 1:1 coaching
• Better budgeting and planning
Forecasting and Scheduling
Forecasting
• Flexible multi-contact forecasts• Forecast Profiles for quick relevant forecasts• Sophisticated trending analysis, special event and
outlier handling• Shrinkage by the hour• What-If with unique Agent Profiles
Multi Channel and Blending
• Full support for inbound phone, e-mail and chat• Supports dedicated inbound, outbound and blended
inbound – outbound centers and back-office operations• Inbound forecast metrics
– Contact Volume – Average Handle Time
• Outbound forecast metrics– Connect Rate – Connect Rate AHT– Right Party Connect (RPC) Rate– RPC AHT– Incoming lists
• Meets all service goals as closely as possible while maximizing staffing at points where Right Party Connect Rate or Connect Rate is highest
One Integrated Solution
Forecast Flexibility
• Forecast for different media and skills
• Select, combine weight and alter (scale) contact volume, from any week, to predict future contact behavior
Forecast Profiles
• Model contact behavior for holidays, events, marketing campaigns, or any other event using Profiles
Quick Accurate Forecasts
Sophisticated Forecasting Techniques
More sophisticated and powerful forecasting techniques in Strategic Planner. Benefit: Increases forecast accuracy by forging tighter link between Strategic Planner and Forecasting & Scheduling functions.
• Using Regression Analysis to account for– Daily trends– Weekly trends– Monthly trends– Quarterly / Seasonal trends– Annual growth trends
• Special Events Days treatment– Allows user to flag specific days in the past and future. User can give a
name to the flag, and create as few or as many as they want.
• Reconfiguration– Mark changes to a queue (e.g. change the groups feeding to a queue)– Depending on what was reconfigured, some trends will ignore past data
and some will continue to use it.
Identification of Outliers
• Unique feature automatically identifies forecast outliers– Special Events– Holidays– Queue
reconfigurations
Increase forecast accuracy by automatically flagging data that is not relevant for forecast
Powerful Yet Easy
Use a combination of the long termforecast and previous historical weeks in
Forecasting & Scheduling to increase forecast accuracy.
Forecast Shrinkage
Meet Service Levels
• Set Shrinkage and Modeling Factor– By Hour– With an
accuracy of 2 decimals
Set Service Level Goals
Inbound
Service Level
or
ASA goals
Outbound
Connect or Right
Party Connect
Goals • Ex. 20% RPC of
list for campaign
week
Forecasting And Scheduling
What–If Mode• Explore and instantly understand how changes in
contact center behavior and customer service needs will affect forecasts, staffing needs and costs.
• Use copy of the main database to explore other scenarios while keeping initial scenarios intact for immediate management needs.
• Start with a populated database for these scenarios and report to compare to the original data.
What if? With Agent Profiles
• Unique Verint feature for workforce planning. • Answers the question: Do we have enough and /
or the right type of agents to meet the new business requirements?
• Use fictitious “agent profiles” with respect to skill mix and schedule preferences that can be used to see if the new business requirements can be met.
• Gives an absolute answer in terms of which “agent profiles” and how many instances of that profile are needed to achieve lower labor costs and/or better workload matching.
Optimised Scheduling
• Individual agent skill and proficiency• Single, multi, virtual and outsourced sites• Multi-contact: Inbound, outbound, blended, e-mail
and chat• Events and training• Powerful work patterns and rules• Multi-week scheduling • Easy to use
Agent Proficiencies – Not Accounted For
Agent Proficiencies – Taken into Account
Lower Costs to Service
Event Optimiser
Event OptimiserA. Specify parameter
– Occur during a shift– Occur at anytime
B. Select employees– 1:1 meeting
– Group trainingC. Identify times
D. Specify attributes– Min/max sessions
– Min/max attendees
A
B
C
D
Schedule events with minimal impact on service levels Flexibly take into account several constraints
Event Optimiser
Ensure all agents are assigned to event
Event OptimiserE. Move agents around
– Drag-drop agents– Identify unassigned agentsF. View scheduled event
– Placed on top of original schedule
F
E
Work Patterns
Flexible Shifts with Work Patterns
Assignment Rules
Optimize and Comply with Assignment Rules
Flexible, easy to use wizards to create Assignment Rules
• Shift Rules• Fairness Rules• Rotation Rules
• Team Scheduling Rules
Real time Management
Set Alerts
Comprehensive set of configurable e-mail and Screen Pop-Up Alerts
1. Organizational Alerts• Schedule change• Request change status• Out of adherence• Serialized bid
notification• Activity reminder
2. Campaign Alerts• Actual Service Level or
ASA variation from Goal• Actual data versus
forecast - Abandons, AHT, ASA, Backlog, CV, Occupancy, SL, Staffing Bodies, FTEs, Dials, Connects, CR and RPC
• Actual data versus defined range
3. System Alerts
Screen Pop Alerts
New method of delivering alerts in addition to e-mail
Benefit: Does not require users to be logged into their e-mail systems or into Impact 360 to be notified of events, activities, schedule changes
or when key metrics deviate from plan or forecast.
Monitor the ‘Pulse’ of the Contact Centre
• Spot and respond to events in real-time
• Track and compare actual, forecasted and required statistics
• View intra-day trends and historical data
Gain Near Real-time Visibility
Overtime and Vol Time Off
Resolve intraday under and over staffing with OT and VTO Events and Rescheduling
• Quickly address intraday understaffing
and overstaffing issues
• Intraday reforecast & rescheduling
• Scheduling OT / VTO using employee rank,
seniority or preferences
Adherence – Quick Snap Shot
“One fewer agent = 60% increase in Average Speed to Answer for a 50-agent contact center
- The Call Center School
Web Self Service
Web Self Service
• Agent preferences based scheduling• Schedule viewing and publishing• Full and Partial Shift Swap• Performance-enabled Shift Bidding• Time off Management• Unified interface for WFM, Scorecards and Learning• Easy to use
“For every 1% increase in agent satisfaction, customer satisfaction increases 0.53%” - Gartner
Capture Agent Preferences
Improve Agent Satisfaction
Capture Agent Preferences
1. Indicate start-time preference for each
day of the week2. Indicate desired day(s)
off in a week3. Weigh importance of
days off vs. start time
1
2
3
Automate Agent Activities
• Automate agent requests for
shift swaps & time off
• Agents can post partial shift
swap requests • Agents can request time off
down to 15 minutes*
• Track all times off
Leave Management
• Approved time off can be withdrawn and a wait list of time off requests will be maintained for substitution.
• Waitlist can be automatically sorted by the user’s criteria and processed when a change in time off has occurred.
• Two new reports– Withdrawn requests– Waitlisted Requests
Increase Agent Satisfaction and Supervisor Productivity
Shift Bidding
Improve Agent Satisfaction and Center Productivity
Shift Bidding + Performance
Shift Bidding
Improve Agent Satisfaction and Center Productivity
Workforce Optimisation
Web Self Service
Unique WFM Integrations
• Include quality scores in scheduling• Drill to interaction from adherence• Optimal scheduling of integrated eLearning• Drill to adherence from Scorecards• Pre-Integrated Suite of Applications
Thank You