ICMI's Customer Management Insight - December 2007 - (Page 7) O P E R AT I O N S TOOLS IN THE WORKFORCE OPTIMIZATION TOOLKIT The first step in understanding your options is to understand the components of workforce optimization. The Basics The two basic components that get you started with workforce optimization are WFM for forecasting and scheduling, and QM for quality monitoring and coaching. You might also need a logging application for liability protection. The quality application enables review of the audio and video for a percentage of calls, while the logging application records just the audio for 100 percent of your calls. Reporting at this basic workforce optimization stage involves ACD reports on call statistics and agent performance, monitored call quality scores, and forecasting accuracy and schedule adherence from your WFM solution. M Defining Analytics > Start with raw data. > Organize and present data in reports. > Reveal insights and meaning of the data through analytics, leading to business intelligence and actionable improvements. > As a first step in analytics, present “balanced” data from multiple sources as a “scorecard.” > Then, integrate your optimization suite with the corporate data warehouse and business intelligence application to further balance your center’s performance with business outcomes. > “Balance” means including, at a minimum: • Productivity/efficiency • Quality of customer experience • Financial (cost, revenue) • And, ideally, the employee experience Advanced Tools When you have appropriate resources, there are several components you can add to your optimization solution for enhanced value: > Analytics > Scorecards/Dashboards > Customer Satisfaction Surveys > eLearning > Speech Analytics The first step in a transition to workforce optimization is to integrate your WFM and QM with an analytics or scorecard solution. The goal is to “balance” what is measured and monitored and to move from presenting data to analyzing data. (See the sidebar, “Defining Analytics,” above.) Start your move into analytics with an application that effectively icmi’s insight creates and delivers reports to your designated audiences. Scorecards are an ideal way to present balanced metrics. These scorecards or dashboards deliver the appropriate key performance indicators (KPI) to wallboards and agents,’ supervisors’ and managers’ desktops in a meaningful format with relevant content for the various levels’ roles, responsibilities, and accountabilities. Quality scores traditionally come from monitored calls. However, you can add technology that incorporates customer satisfaction surveys into the call process. This adds a new metric that combines the internal standard with the highly credible external standard — the customer’s perception. The next step is to add an eLearning application that uses the quality monitoring outcomes. Now, you can target specific training modules at agents with identified performance gaps. Integration with the scheduling application enables training module delivery at scheduled times or during low volume periods. Finally, when resources allow, and when there is a cross-functional defined need, speech analytics can categorize your calls for targeted monitoring and further root cause analysis. The goal of speech analytics is to turn the audio from the calls into data that can be analyzed and even integrated with other corporate data for deeper understanding of your customers: why they call, what they consider a quality experience, what they say competitors are doing, how your products are meeting their needs, and what other products they are talking about. Enterprise Tools There is one final step to a total workforce optimization solution — when you want, need and can afford it all. This final step integrates the call center data (call statistics, quality scores, customer satisfaction, speech analytics, etc.) with the data and analytics applications throughout the enterprise. This complete data integration can be displayed and manipulated using an enterprise business intelligence application for valuable insights. The overall goal is the | DECEMBER 2007 www.icmi.com 7 http://www.icmi.com
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