Scheduling the right person at the right time to handle the right calls can help your organization achieve Workforce Management gold. While every company has its own WFM formula, successful programs consistently touch three main areas: the business, the customer and the employee.
Let’s start by tackling the business aspect. We see the crème de la crème of WFM pros helping the business by focusing on two actions: containing costs and developing talent.
In our experience, cost containment starts with a hiring plan. The right plan helps the business anticipate changes in volume and hire ahead of bursts in demand, so employees are ready to go. This includes: (a) time built in to onboard new hires, and (b) efficiencies gained from expanding their skills (from single to multiple). That longer-term plan then zooms into a daily plan, including a precise algorithm that accounts for multiple skills, sites and methodologies. When all these serve as factors, the business can forecast its future needs with precision, and more effectively contain cost.
Drilling down further, the related commitment is to employee development. If the business wants to be a lean, mean customer-centric machine, it needs to motivate its people. To that end, we’ve seen organizations build time into their schedules to coach employees and train on new skills. Thought leaders are complementing their coaching with gamification challenges, which allows employees to work on skill gaps in pockets of time throughout the day rather than in dedicated training sessions.
A relentless focus on cost containment isn’t done at the expense of employees; it’s done with employees. Ultimately that formula helps the business create more instances where the right person is available at the right time to address the right customer interactions.