What is WFM? Does it work? How can it help me?

1. inContact
Enhancing Contact Center Effectiveness
With Workforce Management
Spencer Dean | (801) 201-4673 cell | spence.dean@incontact.com

2. Workforce Management Defined
“The art of having the right
number of skilled people and
supporting resources in place at
the right time to handle an
accurately forecasted workload
at service level and with quality.”
Source: Brad Cleveland, Incoming Call Management Institute

3. Critical Nature of Workforce Mgmt
Effective workforce management is a critical element
of managing contact center costs because 60-70
percent of the costs at a typical center are in labor.

4. Costs of Improper Staffing
Understaffed Centers Overstaffed Centers
• Miss service level targets • Incur unnecessarily high
• Lead to reduced customer labor costs
satisfaction and lost • Cause agent dissatisfaction
customers • Have lower productivity
• Cause agents to become rates
frustrated
• Incur higher long distance
fees
• Experience high levels of
shrinkage

5. The Workforce Management Process
Set desired service level
goals
Effective
workforce
Track agent and center
adherence management Forecast expected
is an ongoing contact load
process
Schedule workforce

6. Our Solution to Workforce Mgmt
We have a new addition to cloud-
based, contact center workforce optimization
tools.
powered by

7. Product Overview
• Simple, intuitive interface
• Template-based forecasting for accuracy
• Integrated with inContact WFO solutions
• Software-as-a-Service (pay as you go model)
• Near real-time visibility
• Accessible through Internet connection
anywhere

8. Powerful WFM Benefits
• Improve service levels – Reduce telecommunication
– Increase forecast accuracy costs
– Manage intraday variations • Increase agent satisfaction
from plan – Better schedules that fit agent
– Schedule breaks, training, etc. preferences
at the optimal time • Gain visibility into center’s
– Reduce service level volatility performance
• Lower cost of delivering service – Monitor key operational metrics
– Use agent skills and proficiency in real time
for more efficient scheduling – Comprehensive out-of-the-box
• Reduce staff hours and reports
need for overtime • Increase productivity
• Effectively manage time off – Automate routine
– Manage schedule adherence in administrative tasks
real time – Frees up time for critical 1:1
• Reduce workforce coaching
shrinkage • Better budgeting and planning

9. WFM Features and Capabilities
• Forecast calls and workload • Monitor agent schedule
– Trending and special events adherence
– Weekly data flexibility – Adherence trend view
• Determine staffing – Exception management
requirements • Intraday management
– What-if scenarios – Email pop-up alerts
• Create optimal schedules – Trending and reforecast
– Skill and proficiency – OT / VTO scheduling
measurements • Web-enabled self services
– Single, multi, virtual, and – Agent preferences
outsourced sites – Shift swap and bid
– Multi contact and outbound – Time off management
• Monitor contact center
operational metrics

10. Measurable Customer Successes
• Reduced FTEs from 430 to 300 even as customer
base increased by 13 percent – Approximately $1
million in headcount cost savings through more
optimized scheduling
• Reduced labor costs by 7.2 percent while improving
service level
• “We‟ve increased our service level by nearly 10
percent without increasing staffing hours.”
• Achieved adherence of 94 percent across all
departments

11. Outshining the Competition
Aspect IEX Genesys
Unified support for back office customer service
operations
Best-in-class Adherence - Unique Adherence
Trend View, Exception Management & agent
My Adherence
Individual skill and proficiency-based scheduling
What-If with Staffing Profiles
Forecast Profiles and historical data import
flexibility
Most comprehensive set of configurable e-mail &
screen pop-up alerts to facilitate WFO workflow
Automated partial shift swap board
Full Partial Minimal /None

12. Powerful Yet Intuitive Interface
inContact‟s Workforce Management displays
actionable information graphically.
Screenshots from
Screenshots from competitive products

13. Setting Service Levels
Set service levels for both inbound and outbound activities
Inbound
Outbound

14. Forecasting Contact Load
Multiple ways to accurately forecast
A
Select, combine weight and
alter contact volume from any
week to predict future behavior
A. Simple weighted average
B B. Profiles model for recurring events
C. Sophisticated regression analysis and
trending
C

15. Scheduling Workforce
Define shifts and shift activities of 1-minute length granularity
A. Drag and drop
functionality to quickly
A
reflect last minute
schedule changes
B. Intuitive slider bars to
easily select and balance
different scheduling
parameters
B

16. Scheduling Workforce
Resolve intraday under and over staffing with
OT and VTO events and rescheduling
• Quickly address
intraday understaffing
and overstaffing
issues
• Intraday reforecast
and rescheduling
• Scheduling OT & VTO
using employee
rank, seniority or
preferences

17. Scheduling Workforce - Events
Schedule and assign events to agents with little no impact on
service levels through the „Event Optimizer‟.
A C
A. Specify parameter – During
shift or other
B. Select employees – 1:1 or
group B
D
C. Identify times
D. Specify attributes – Min./max.
E
attendees and sessions
E. Identify agents
F. View scheduled event F

18. Tracking Adherence
Full schedule adherence tracking with organizational and
campaign tracking. Notifications sent via email and/or
screen-pops.
A. Summary adherence tracking
A including adherence during
scheduled hours and
adherence percentage
B
B. Agent-specific adherence
tracking

19. Self-Service Functionality
Agents perform self-service actions through an easy-to-
use, browser-based interface.
• Agent scheduling preferences for
days off and start times
• Status request views
• Schedule viewing and publishing
• Full and partial shift swap
• Performance-enabled shift bidding
• Time off management and accrual
“For every 1 percent increase in agent
satisfaction, customer satisfaction increases by .53
percent.”
- Gartner

20. Unified, Web-Based Reporting
A. All reports are
web-based
B. Automatically update
and generate reports
A
C. Save reports for
future viewing
D
D. Improve security with
private/public reports
B C

21. Work with Outsourcers
Create staffing needs in-house then send staffing
requirements to outsourcer.
• Create overall forecast
• Allocate and send portion of
forecast to outsourcer OR
send required staffing
• Outsourcer schedules their
agents to meet demand
• Schedules are sent and
imported as „staffing profiles‟
• View overall staffing and
forecasted stats
• Import actual call stats to
make better planning and
intra-day decisions

22. What-If Planning Mode
Let‟s users determine if they have the right number of
the right agents scheduled at the right time to meet
service levels.
• 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.

23. inContact Platform
Contact Routing Agent Optimization Network
ACD Hiring TDM
IVR Coaching VoIP
CTI eLearning Toll Free
Email / Chat Customer Survey Local DID
Speech Recognition Recording
Outbound Dialing Quality Monitoring
Workforce Management
All-in-one contact center platform with 24/7 monitoring, scalability on
demand, security, multi-tenancy and geographic redundancy