BEST PRACTICES WORKFORCE MANAGEMENT

[Pages:41]Rafael Manzon, Executive Vice President of Sales & Marketing, Pipkins, Inc.

Jenni Palocsik, Director, Solutions Marketing, Verint

Kat Worman, WFM Consultant at Calabrio, Inc.

BEST PRACTICES WORKFORCE MANAGEMENT

JULY 2017

Schedule Adherence

A Guide to Selecting the Right Adherence Goal for your Contact Center

Kat Worman ? WFM Consultant

? 20+ years experience working in the contact center industry

? Specializes in the implementation of workforce planning process and applications

? Provided consulting services to Fortune 500 companies throughout North America, Europe and Australia

? Twitter: @katmworman

? LinkedIn: Kat Worman

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How Do I Pick the Right Goal?

? Just setting a goal may not increase efficiency and reduce unproductive time

? Goal to high = incent agents to exhibit undesirable behavior

? Goal to low = erosion of efficiency gains

Choose a goal that both agents and leadership can understand and support

Getting Started with Goal Setting

Adherence goals should be based on research and the unique characteristics of your center.

Here are a few things to consider:

? Productive not ready/aux codes

? Average Handle Time

? Typical out of seat activities such as breaks and lunch

? Potential barriers that might prevent adherence

Quantify Your Adherence Target

Tips for Determining Adherence Targets

1. Understand your productive hours

2. Factor in AHT implications 3. Adjust for complicated work

4. Calculate your target

Understand your Productive Hours

Productive hours = Paid hours - paid offline activities

Base Schedule: 40 hours per week with 2 paid breaks and a 30 minute team meeting

Factor in AHT Implications

? It's possible to get a contact right before the start of scheduled activity

? Build a "safety net" for each base schedule activity

? If my AHT is 3:20. . .

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