Contact Center Workforce Management Standard Requirements
- Is the solution integrated with other components of the contact center infrastructure, such as the ACD or IVR system, allowing you to optimize operational components as well as the workforce?
- Does your WFM system feature an agent input/self-service component (i.e., can agents via their PC or a dedicated kiosk submit scheduling preferences, request time off, trade shifts, etc.)?
- Does the solution have any provision for automatic data exchange with outsourced contact centers, so that you can augment your existing agent pool without losing control of quality?
- Is there a feature for automating schedule requests, approvals, changes, and notifications, so that your staff can focus on revenue-generating tasks rather than clerical details?
- Are home agents scheduled at the same time as onsite agents to maximize efficiency, or are they used as an additional resource after the onsite schedules have been produced?
- Does your center ever use former agents (reserve teams) who have moved on to other areas in the company to help handle customer contacts during volume spikes/peak periods?
- It is important to know if there is any rotation of shifts used at all. Every rotation need to be noted and its use explained. How are people assigned to rotations?
- Does your WFM system automatically send notifications to your agents regarding forthcoming events (breaks, lunches, meetings, etc.) directly to their workstation?
- The current general methods and processes related to reporting are also important. What are reported, how often, who does the reporting and who receives them?
- Does your WFM system allow you to input data relating to special events (mailshots, billing cycles, etc.) and automatically adjust the forecasts accordingly?
Why Own The Contact Center Workforce Management Self-Assessment?
The Contact Center Workforce Management Self-Assessment will make you a Contact Center Workforce Management domain expert by:
Reducing the effort in the Contact Center Workforce Management work to be done to get problems solved
- Ensuring that plans of action include every Contact Center Workforce Management task and that every Contact Center Workforce Management outcome is in place
- Saving time investigating strategic and tactical options and ensuring Contact Center Workforce Management opportunity costs are low
- Delivering tailored Contact Center Workforce Management advise instantly with structured going-forward plans
All the tools you need to an in-depth Contact Center Workforce Management Self-Assessment. Featuring 829 new and updated case-based criteria, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Contact Center Workforce Management improvements can be made.
What Is In The Contact Center Workforce Management Self-Assessment?
The Contact Center Workforce Management Complete Self-Assessment Excel Dashboard
- Ensures you don't miss anything: 829 criteria in 7 RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain) steps with easy and quick navigating and answering for 1 or up to 10 participants
- Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
- Gives you a professional Dashboard to guide and perform a thorough Contact Center Workforce Management Self-Assessment
- Is secure: Ensures offline data protection of your Self-Assessment results
- Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next
The Contact Center Workforce Management Complete Self Assessment eBook version of the book in print
- Provides a convenient way to distribute and share among the participants to prepare and discuss the Self-Assessment
In using the Self-Assessment you will be better able to:
Diagnose Contact Center Workforce Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
Implement evidence-based best practice strategies aligned with overall goals
- Integrate recent advances in Contact Center Workforce Management and process design strategies into practice according to best practice guidelines
Assess And Define Contact Center Workforce Management With This Contact Center Workforce Management Self Assessment. Sample Questions From The Complete, 829 Criteria, Self-Assessment:
- Recognize Criterion: What tools and technologies are needed for a custom Contact Center Workforce Management project?
- Define Criterion: Have specific policy objectives been defined?
- Measure Criterion: Among the Contact Center Workforce Management product and service cost to be estimated, which is considered hardest to estimate?
- Analyze Criterion: Think about the functions involved in your Contact Center Workforce Management project. what processes flow from these functions?
- Improve Criterion: Risk factors: what are the characteristics of Contact Center Workforce Management that make it risky?
- Control Criterion: Do the Contact Center Workforce Management decisions we make today help people and the planet tomorrow?
- Sustain Criterion: What are your most important goals for the strategic Contact Center Workforce Management objectives?
Cost/Benefit Analysis; Contact Center Workforce Management Self-Assessment Justification And Approval Tools:
Purchasing a The Art of Service Self Assessment will spur new ideas, fast track project strategy and advance your professional skills. We’ve developed a set of criteria that will aid in gaining approval and give you the ability to validate and review your Self-Assessment investment:
- Excluding hired consultants and advisors from top management consulting firms, internal Contact Center Workforce Management Self-Assessment work is typically undertaken by senior level positions with titles such as Enterprise Architect, Business Process Architects, Business Process Re-engineering Specialists and Business Architects.
Statistics according to Glassdoor and Indeed tell these positions receive an average basic pay of $125,000. Daily rates of basic pay are computed by dividing an employee's annual pay by 260 days. The daily salary is then derived by dividing the annual salary of $125,000 by 260 days = a daily rate of $480.
- Top management consulting firms start at $2,000 a day, with rates typically charged up to 40 hours per week.
For a fraction of this the Self-Assessment will make you a Contact Center Workforce Management domain authority.
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role… In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Get The Contact Center Workforce Management Self Assessment That Will Make You A Contact Center Workforce Management Domain Expert Now.