Agenda
• Have you outgrown Excel for planning?
• How WFM can address the shortcomings of Excel
• Live demonstration
• Making the business case
1. Getting data for forecasting
• Without WFM Manually entering forecast data
Importing data using CSV files
Labour intensive and error-prone
Not practical to update intraday
• With WFM Forecast data imported automatically
Intraday refresh every 15/30/60 minutes
2. Accurate forecasts?
• Without WFM ‘Garbage in, garbage out’
Staffing calculation: Erlang calculation
possible in Excel – email, chat?
• With WFM Graphically review input data
Quickly set up special events
Quickly revise forecasts
Live dashboards to spot unplanned
spikes
Staffing calculation for all media
3. Creating agent schedules
• Without WFM Takes a long time
Schedules not optimised
What about multi-skilled agents?
What if you need to reschedule at short notice?
• With WFM Automatic and quick – even for
multi-skill
Fully optimised
Power tools to fine tune, e.g. breaks, jobs, replace sick agent
4. Interacting with agents?
• Without WFM Time consuming
Can’t easily update schedules once published
One-way process
What about shift swaps?
What about holiday requests?
• With WFM Schedules published in agent web
portal
Agents can request holidays, shift swaps, etc.
5. Breaking the rules?
• Without WFM Easy to accidentally break
employment law / agent contracts / custom and practice
Emotive subject
Recipe for strife
• With WFM Rule-compliant schedules always
created
Power tools to automatically re-optimise – also rule compliant
Manual changes checked in real-time
6. Are agents adhering to schedules?
• Without WFM Almost impossible to track
Needs real-time ACD feed
ACD agent status reporting not linked to agent schedules
• With WFM Monitor adherence to schedule in
real-time
Management by exception
You decide periods of grace
Adherence report available for appraisals
7. Reactive or proactive?
• Without WFM Planning is labour-intensive
Planning is time-consuming
Too much time fire-fighting
Limited collaboration possibilities – only one person has write access
• With WFM Tedious processes automated
Time freed up for planning ahead, liaising with other teams and continuous KPI improvement
Agenda
• Have you outgrown Excel for planning?
• How WFM can address the shortcomings of Excel
• Live demonstration
• Making the business case
Let’s look at…
• Forecasting
• Scheduling
• Agent interaction
• Adherence monitoring
injixo WFM Demonstration
WFM can cost less than you think
• injixo WFM from InVision
• £9 per agent per month, including – Support & maintenance
– Hosting, updates, backups included
– No server or heavy IT involvement
– 99.5% uptime guarantee
• Normally Opex not Capex
• Flex capacity as needed
• ROI is almost instant – ask us for free ROI calculator XLS
Upgrading to WFM – the business case
• Do more with less
• Consistently achieve service levels
• Manage ‘the power of one’ by monitoring adherence
• Spend less time fire-fighting, more time planning for success
• Reduce staff turnover and hiring costs
• Avoid penalties and earn bonuses
• Increase revenue
Find out more
• Live web demo
• Every Friday at 11:00 UK time
• 90 minutes
• Contact [email protected] for joining instructions
Seven signs that you may have outgrown Excel for resource planning
Thank you for your attention
www.injixo.com