WFM 2.0. The Next Big Thing In Workforce Management. Optimise your most valuable resource - your employees

Transcription

1 WFM 2.0 The Next Big Thing In Workforce Management

2 Welcome to WFM 2.0 THE NEXT BIG THING IN WORKFORCE MANAGEMENT Speaker: Chris Dealy, Sales Director, InVision Software Ltd. 2

3 The Next Big Thing Optimise Your Most Valuable Resource Your Employees 3

4 is to make the Last Big Thing more usable! Optimise Your Most Valuable Resource Your Employees 4

5 WFM 2.0: The Next Big Thing in Workforce Management Optimise Your Most Valuable Resource Your Employees 5

6 2.0? WHAT IS THE SIGNIFICANCE OF 2.0? Web 2.0 coined in 1999 by the web visionary and author Darcy DiNucci, gained currency in 2004 Not a specific technology, but a new way of applying technology Software applications are run entirely through a browser Web 1.0 provided static information; Web 2.0 provides active content and multi-user participation Since then, others have adopted the term VoIP 2.0 Call Centre 2.0 Webinars are Seminars 2.0 The time has come for WFM 2.0 6

7 A Brief History of WFM THE STORY OF WFM 1.0 Forecasting and scheduling for traditional inbound call centres Deep links with ACD functionality The WFM market TCS formed in 1975 IEX formed in 1988 InVision formed in 1995 Blue Pumpkin formed in 1996 In 2010 more than 30 vendors in the WFM market DMG Consulting expects the WFM market to grow by 7% in 2010 and 9% in 2011, as contact centres strive to reduce staff-related costs* *Source: DMG Consulting 2009 Contact Center Workforce Management Market Report Optimise Your Most Valuable Resource Your Employees 7

8 WFM 2.0: WFM advances you shouldn t go without Optimise Your Most Valuable Resource Your Employees 8

9 Main differences between 1.0 and 2.0 HIGHLIGHTS 100% web based and ready for the cloud Real time not just for adherence monitoring Efficient use of IT resources, industry-standard platform Forecasting for all transactions not just calls Work-life balance measures Better strategic scheduling More dashboards to enable rapid informed decision-making Less care and maintenance Customisation possibilities without maintenance implications Time and Attendance built-in 9

10 Main differences between 1.0 and 2.0 HIGHLIGHTS 100% web based and ready for the cloud Real time not just for adherence monitoring Efficient use of IT resources, industry-standard platform Forecasting for all transactions not just calls Work-life balance measures Better strategic scheduling More dashboards to enable rapid informed decision-making Less care and maintenance Customisation possibilities without maintenance implications Time and Attendance built-in 10

11 WFM 2.0 Web based TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND 2.0 WFM 2.0 is 100% web based Sound basis for remote use (hosted / SaaS / ASP) - or onpremises use Optimise Your Most Valuable Resource Your Employees 11

12 WFM 2.0 Real time TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND operates in real-time across all processes / areas Not just adherence monitoring, e.g. Schedule management Intraday management Reporting 12

13 Live demo real-time Optimise Your Most Valuable Resource Your Employees 13

14 WFM 2.0 Efficient hardware utilisation TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND uses less hardware; supports VM Ware No longer need a huge server farm just for WFM 14

15 WFM 2.0 No IT headaches 2.0 RUNS ON INDUSTRY STANDARD HARDWARE AND OPERATING SOFTWARE 2.0 supports industry databases and software standards 15

16 WFM 2.0 Forecasting FORECASTING DIFFERENCES BETWEEN 1.0 AND is not dependent on the ACD Flexible in its use of workload drivers Not just inbound calls but back office, social media*, enterprise-wide *See previous Call Centre Helper webinar:

17 Standards Optimise Your Most Valuable Resource Your Employees 17

18 WFM 2.0 Forecasting 2.0 ENABLES PLANNING BASED ON COMPLEX WORKFLOWS FROM A TRIGGER EVENT Event Multi Party Motor Claim Day 1 Day 2 Day 3 Day 4 Day 5 Outbound Calls Clients Body Shops Others Inbound Calls Simple Clients Single Party Motor Claim Body Shops Damage 100-1,000 Others Outbound s Clients Body Shops Others Inbound s Letters Payments Processing Complex (more involved) Single Party Motor Claim Damage 1,001 10,000 Very Complex Single Party Motor Claim Damage > 10,000 Complex Multi-Party Motor Claim Damage 1,001-10,000 18

19 WFM 2.0 Scheduling SCHEDULING DIFFERENCES BETWEEN 1.0 AND incorporates work-life balance into productivity goals 19

20 WFM 2.0 Scheduling SCHEDULING DIFFERENCES BETWEEN 1.0 AND includes better strategic planning and analysis 2.0 includes easier and faster skills-based scheduling 20

21 Live demo - generating optimised schedules quickly 21

22 WFM 2.0 Reporting REPORTING DIFFERENCES BETWEEN 1.0 AND provides more automation, dashboards, and user-defined reporting 22

23 Live demo - dashboards 23

24 WFM 2.0 Care and Maintenance 2.0 IS LESS LABOUR INTENSIVE THAN is easier to use, not required to mirror complex ACD routing environments Skills-based scheduling without the pain! 24

25 WFM 2.0 Flexibility 2.0 IS MORE FLEXIBLE THAN supports custom extensions and 3 rd party integrations Robust SDK no maintenance implications 25

26 WFM 2.0 Includes Time & Attendance 2.0 ENSURES THAT CLEAN DATA GOES TO PAYROLL - PAY INFLATION IS AVOIDED 2.0 collects clock-in/out from card readers, ACD login/logout, biometric devices, access control systems, etc. 2.0 includes time management rules to highlight and correct errors and anomalies 26

27 WFM 2.0 The ROI 2.0 PROMISES BETTER ROI COMPARED TO 1.0 Reduced planning effort Planners more productive More time planning, less time firefighting Reduced payroll expenses Efficient WFM enterprise wide Pay inflation eliminated Reduced recruitment & training costs Better work-life balance reduced turnover 27

28 WFM 2.0 The ROI 2.0 PROMISES BETTER ROI COMPARED TO 1.0 Baseline costs for 250 agent contact centre Work average of 37.5 hours per week 8.71 per hour plus 27% overhead (NI, etc.) 9,375 hours scheduled per week Weekly payroll expense 103,703 28

29 WFM 2.0 The ROI 2.0 PROMISES BETTER ROI COMPARED TO 1.0 If schedule efficiency increases by 3% Most new adopters see 10%-25% improvement from manual WFM 3% is conservative gain on moving to 2.0: How? E.g. ABN AMRO 7.5% E.g. RAC 16% Schedule fewer people Schedule fewer hours Handle more transactions with same people 281 payroll hours saved per week (7.5 FTE) = 13,500 monthly savings 162,000 annual savings 29

30 Thank you for your attention

31 Poll questions - results YOUR EXPERIENCE OF WFM 2.0 Do you feel your current WFM system meets 2.0 standards? Yes No Don t have a WFM system How long have you been using your current WFM system? <1 year 1-2 years 3-5 years >5 years 31