Contact Center Workforce Management

In the modern world of contact center scheduling, buying software is not enough. Companies must implement strategic business practices to gain schedule flexibility, employee buy-in, and the right service levels.  And what about the technology?

Exceptionally fast growth and focus on heavy cost-cutting continue to be the two biggest operational challenges for contact centers. Even with these hurdles, all contact centers would say that customer service and satisfaction levels are still their number one focus. To lower costs while improving service, customer expectations should be met, exactly.

The challenge is that every customer is different and the current global standard for service is 80% of the calls should be answered in 20 seconds or less. Bell Labs established this “standard” a long time ago when calls from a payphone cost a dime. Today, many operations continue to use the outdated 80/20, or something similar like 90/15. Unfortunately companies are wasting millions of dollars each year trying to reach goals that were copied from a group that has nothing to do with them. Data will tell you where your service level should be. But not the typical daily roll-ups that go to managers. The details will reveal the true nature of your customers to an expert that knows what to look for. With millions of dollars on the line, getting your service level goals in-line with customer expectations is the foundation for building an effective labor schedule.

Core Practice can help you uncover hidden costs, improve service levels, and leverage the investment in technology you have already made.  If you need to look at new workforce management solutions (WFM), Core Practice can help you find the right match.