When dealing with workforce management software, it can be easy to install and go without putting much thought into how or what your dealing with.
Much of the software released now comes equipped with advanced functionalities that can be easily overlooked simply because a task is “done a particular way.” The following should be a nice refresher, or even a wake up call to some of the functionalities your workforce management software can offer.
1. Review Your Forecasting Model
Nothing is static in this world so your forecasting model shouldn’t be any different. Periodically run comparisons between different models. Use one forecast as a live model and the other as a test when working and simply measure the results when the day is done. If the test model outperforms the live model, then it may be time to make a switch.
2. Review Variances
Go back to previous days and weeks to see what has happened or what should have happened based on the schedules used. Going over this information can help identify any discrepancies and what attributed to them, whether they’re known factors or not. Small variances can be expected, but applying the right tweak can solve for them. Repeat the process until everything is as accurate as it can be. Reviewing this information regularly will ensure that you’re never caught in tight bind.
3. Apply Logic
When creating a schedule, allowing for buffer time between certain tasks can help alleviate stress. There aren’t many meetings that last exactly an hour. This also goes for allowing time after a call to get work done before the next call occurs. The software should have functionality to accommodate for this, but it’s your employees that will thank you.
4. Automate Where Applicable
When the average call is 10 minutes and an agent is supposed to go on their break in 2 minutes, automate the system to select another employee out of the pool. This allows everyone to stay on schedule as opposed to playing a never ending game of catch up.
5. Working in the Extras
Most forecasting focuses on taking incoming calls. However this leaves little time for other possible tasks such as email and webchat. Forecasting and scheduling time to complete these extra tasks can be just as valuable as time spent on the phone.
6. Crawling Before You Walk
Everyone’s impressed by the fancy stuff, but getting the basics down early will pay dividends over time. When using or learning new software, ensure your schedules and forecasts are meeting the current objectives of your business before attempting to use any of the advanced functionalities. Learning the program and working from a solid foundation of knowledge will help when you do try the advanced functionalities.
This is key to anything. You can spend hours creating the perfect schedules and forecasts, but it’s the employees that need to stick with them. That’s why getting employees to buy-in is crucial to the success of any workforce management software. Everyone needs to be aware of how it affects the customer, as well as their coworkers, when they fail to adhere to the schedule.
Introducing these tips into your own workforce management systems will ensure that you get the most out of them, whether you’re working with the newest software or not. The key to success is being aware of what’s going on in your business, as well as in your system, and implementing those changes early. Working from a solid base of knowledge and good numbers will be your ticket to getting the most out of your software and agents.