Tech Tank: Workforce Management Roundtable December 2015

Transcription

1 Tech Tank: Workforce Management Roundtable December 2015 Brad Snedeker, Innovation Center Manager, Calabrio Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies

2 Calabrio WFM Empowering Agents, Driving Results Brad Snedeker Director of Innovation Calabrio

3 Gartner Names Calabrio 2015 Leader Magic Quadrant for Contact Center Workforce Optimization Calabrio has moved from the Visionaries quadrant to the Leaders quadrant due to the continued maturation of its suite and strong annual growth. Gartner 2015

4 Dynamic Scheduling A modern approach to involve the agent in schedule self-selection

5 Thank You! Questions about Calabrio? Contact us. +1 (855)

6 WorkFlex Intelligent Mobile App

7 Why Schedule-Change Empowerment is Important CRMXChange Tech Tank WorkFlex Intelligent Mobile App

8 A Happy Agent Makes a Happy Customer Customer Satisfaction If we can Drive Agent Satisfaction, then we can drive positive improvements in Customer Satisfaction Agent Satisfaction Satisfaction 2013 Report Jeff Rumberg (CoFounder) CRMXChange Tech Tank WorkFlex Intelligent Mobile App

9 A Happy Agent is Less Likely to Leave Annual Turnover If we can Drive Agent Satisfaction, then we can drive Positive improvements in Turnover Agent Satisfaction Satisfaction 2013 Report Jeff Rumberg (CoFounder) CRMXChange Tech Tank WorkFlex Intelligent Mobile App

10 Agent Satisfaction Drivers Millennials Most Millennials consider WHERE they work and WHEN they work as more important than opportunities for more pay or advancement 58% of Millennials don t expect to stay in their job more than 3 years Millennials view work as a THING as opposed to a PLACE Millennials want an employer where work output is valued more than the time put in 3 out of 4 Millennials say that work-life balance is a primary driver of their career choices 2013 Report Source: U.S. Chamber of Commerce Millennial Generation Research

11 Why Schedule-Change Empowerment is Important - Improves Agent Satisfaction which Improves Customer Satisfaction - Improves Agent Retention which improves Contact Center Performance CRMXChange Tech Tank WorkFlex Intelligent Mobile App

12 But Schedule-Change Management Isn t Easy - Assessing impact on projected staffing level variances - Assuring regulatory (e.g., work-hours) compliance - Assuring company policy (e.g. seniority rules) compliance - Assuring approval decisions don t create perceptions of bias - Ensuring timely schedule-change updates into WFM System - Providing approval decisions to agents in a timely manner COMPLEX - TIME-CONSUMING - STRESSFUL CRMXChange Tech Tank WorkFlex Intelligent Mobile App

13 How to Make Agent Schedule Change Empowerment a WIN-WIN-WIN for Contact Center Agents and for Workforce Administrators and for Operations Management

14 Turn WFM-System Reported Staffing Variances GAP WFM Scheduled Hours Needed Hours CRMXChange Tech Tank WorkFlex Intelligent Mobile App

15 Into Real Agent Schedule-Change Opportunities Pre-Approved Schedule Change Opportunities 2013 Report

16 So Your Agents Can Help You Fix the Variances Hours Added 2013 Report WFM WFM Scheduled Hours Needed Hours CRMXChange Tech Tank WorkFlex Intelligent Mobile App

17 WorkFlex Intelligent Mobile App What Your Agents Get: - Anywhere/Anytime access through a true mobile app - Control over how and when they are contacted - Real-time alerting of personalized high-interest opportunities - Flexibility to change schedule with pre-approval visibility & instant confirmation What Your Workforce & Operations Teams Get - Fewer schedule-change requests to manually analyze/approve - Fewer intraday staffing variances to deal with, since each agent-initiated change actually help optimize staffing levels - Improved agent retention and performance - Higher customer satisfaction 2013 Report

18 WorkFlex Mobile App Demo

19 WorkFlex Mobile App Agent Sat Impact 100% -65% +450% Agent Satisfaction Example Survey Questions: How easy is it to view your schedule? How easy is it for you to see when Time Off or Extra Hour opportunities are available? How easy is it for you to modify your schedule? Source: Agent Satisfaction Surveys

20 WorkFlex Mobile App Staffing Variance Impact Forecasted Contacts: Actual Contacts: % Scheduled Agents: 120 Needed Agents: % Source: Sutherland Case Study Presentation SWPP 2015 Annual Conference

21 WorkFlex Mobile App Staffing Variance Impact Forecasted Contacts: % Scheduled Agents: 120 of Actual Contacts: Needed Agents: 148 gap Contacts Handled: closed Revised Scheduled: % of gap closed Source: Sutherland Case Study Presentation SWPP 2015 Annual Conference

22 The WorkFlex Mobile App Delivers Thank-You for Your Time! The Work-Life Balance Your Agents Really Want AT THE SAME TIME The Contact Center Performance Your Business Really Needs May Your Workforce Be With You 2015 WFM and Performance Virtual Conference

23 About WorkFlex Solutions WorkFlex Solutions LLC is the Industry Leader in Intelligent Empowerment Technology for contact centers We enable contact center positions to become a top choice for flexible employment and work-life balance and enable contact center employers to benefit from improved performance, reduced operational overhead, attrition and absenteeism. Our award winning products have been been deployed across multiple industry segments including healthcare, financial services, communications, government, cable/sat and Business Process Outsourcing (BPO). Intelligent Intraday Automation TM

24 INTERACTION DECISIONS RIC KOSIBA

25 Workforce Optimization Ensure that the right numbers of agents are available at the right time to service our customers. WFM System Strategic Planning Ensure the operation is nimble and efficient in reacting to day-of changes within the environment Scheduling Shift Bids Adherence/Conformance Real-time Management Etc. Ensure the right number of agents are trained and available to meet the seasonal and changing demand. Hiring Plans Budgets Establishing Optimal Goals What-if Analysis Etc.

26 What is Interaction Decisions? Decisions is a long-term contact center strategic planning and what-if analysis system. It helps to: Forecast Requirements Simulation Staff & Capacity Plan Optimization Budget Because it is fast and accurate: Perform risk and sensitivity analysis of your contact center Evaluate center what-ifs: investments, consolidation, and growth opportunities Decisions complements traditional workforce management software by focusing on strategic decision making and long-term planning

27 Tech Tank: Workforce Management Roundtable December 2015 Brad Snedeker, Innovation Center Manager, Calabrio Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies