Customer Experience News & Trends

Why workforce management tools are failing you

If your workforce management tools aren’t living up to what you expected, these might be the reason.

Researchers at the Customer Contact Council found workforce management (WFM) tools fail because:

  1. Complete and high-quality information isn’t put in the software. For instance, the tools can’t account for fluctuations in call volume because of a new sales campaign or federal holiday if they aren’t put in the system. Instead, forecasters want to include those special circumstances.
  2. Forecasters only look at daily or weekly accuracy. They actually want to check accuracy over 30-minute intervals so they aren’t unnecessarily overstaffed.
  3. They don’t include work-life balance. Workforce management models that work best include opportunities for agents to swap shifts or hours. With the right data, WFM tools can better schedule time so agents are only there when necessary, and able to attend to their home life.
  4. Agents don’t understand the impact of adherence. If agents are properly scheduled, and can balance their lives with work, they’ll more likely adhere to the schedule. Contact center leaders want to regularly update them on the importance of adherence and how it impacts their schedules.

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