The virtual contact center is here to stay. The transition to remote operations has been so successful that 77 percent of customer service organizations surveyed recently by Deloitte are either adopting or accelerating their work-from-home programs — and 80 percent plan to close their physical contact centers entirely.
However, most contact center managers also readily admit that remote work creates challenges. The lack of regular in-person interactions can make it difficult to evaluate staff efficiency, create and assign employee schedules, track attendance and forecast labor demand. In a recent survey, 85 percent of contact center managers said they need enhanced tools for scheduling and forecasting. More than one-third said they revise schedules daily or multiple times during the day.
To address these challenges, more organizations are adopting workforce management (WFM) solutions that leverage artificial intelligence, machine learning and advanced analytics to enable remote management without sacrificing communication, efficiency or productivity. Whether implemented as on-premises software or accessed through the cloud, WFM helps managers ensure that the right people with the right skills are available to address customer needs at the right time.
WFM solutions support remote contact center operations in several ways:
- Forecasting. Machine-learning algorithms and analytics engines can evaluate historical data about the volume of calls, messages and transactions to predict times of peak demand. This helps ensure that the right number of agents are scheduled to meet anticipated volume.
- Scheduling. Managers can create multiple scheduling options and then align them against various staffing forecasts. WFM solutions automatically account for vacations, overtime and other scheduling issues.
- Budgeting. Demand-based staffing forecasts also aid in the budgeting process. Accurate calculations help ensure you aren’t wasting money by overstaffing during relatively quiet periods. Additionally, staffing forecasts will help managers determine when they may need to hire additional agents.
- Time and attendance. Most solutions integrate easily with payroll and accounting software to automate tracking for overtime expenses, paid time off, sick leave, vacation calendars, scheduling requests and banked time.
- Onboarding. WFM systems can automate the provisioning of email accounts, IT hardware and key applications for new hires. Document management features help ensure the coordinated delivery of tax and payroll forms, benefits packages, employee handbooks, etc.
- Interaction recording. This feature allows managers to capture, review and share recordings to monitor customer interactions, ensure regulatory compliance and share proven sales techniques.
- Agent evaluation. Managers can track employee goals, accomplishments and review history to standardize evaluations across the organization. This feature can also be used to identify agents who would benefit from additional training.
WFM is still a maturing technology, and Gartner analysts note there are considerable differences in vendor offerings. DVSAnalytics offers one of the industry's more comprehensive portfolios with a variety of analytics, reporting, management and agent engagement features.
Additionally, the company’s solutions are designed to integrate with industry-leading communication platforms. For example, DVSAnalytics is a member of the Mitel Solutions Alliance (MSA), Mitel’s developer partner program. As such, its solutions are certified to be interoperable with Mitel’s core business communications solutions, including the Mitel contact center portfolio.
As the virtual contact center model continues to evolve, managers will require tools that allow them to communicate and engage with agents regardless of their physical location. Workforce management solutions that can easily integrate with leading contact center platforms help support efficient remote operations through improved communication and collaboration. Give us a call to learn more about using WFM to support your remote contact center operations.
