Technology is designed to make our jobs less tedious;however, many contact centers struggle with implementation or fulldeployment of software designed to automate the forecastingprocess.

For example, many centers find it challenging to transition fromusing spreadsheets to utilizing a workforce management tool thatnot only streamlines processes, but provides a strong return oninvestment.

There are three common reasons for reluctance to proceed withprocess automation:

• Belief that internal productivity metrics cannot tie in withworkforce management tools
• Size of the center
• Cost prohibitive – no buy-in from management

Internal Productivity Metrics

Centers that have used spreadsheets exclusively may believe thattheir metrics cannot be integrated with a workforce managementtool. While it is more comfortable to continue with something thatis known versus trying something that is unknown and unproven, thetruth might surprise you.

Workforce management solutions are available that offerspreadsheet integration tools that open reports in Microsoft Excelusing data from an Oracle database and allow reports to be createdand automatically refreshed in the spreadsheet view.

Tools of this nature allow users to upload existing spreadsheetswith the formatting already in place, and to create additional tabswith the background data needed to populate the report. These tabscan be linked to the final report tabs using formulas or VBAscripts. The reports can be set to auto-update with a refresh rateselected by the administrator. Dynamic dates and rolled-up totalsare available to help facilitate ease of use by reducing theadditional functions that would need to be added to theworkbook.

Custom metrics such as Average Sales, Contacts per Order,Contacts per Hour and Average Wage can be integrated into theworkforce management system and displayed in the spreadsheetintegration tool, rather than manually reporting on them from aseparate external system.

Manual reporting processes can be revolutionized through use ofa workforce management solution, saving hours of time and labor toeffectively deliver multiple dashboards and reports needed byexecutives. Real-time views of performance data allow foractionable results.

Real-time KPIs ensure no delay in communication of information,and monitoring this data is critical to provide accurate andup-to-date feedback. Once KPIs are delivered and acknowledged,agents can quickly change measured behavior. This is not true in amanual environment where agents often do not receive their KPIs forweeks or even months later.

By communicating real-time KPIs to agent desktops, productivityis instantly improved, specifically for typical targets such asAHT, adherence, contacts handled, and any other goal by whichagents are measured.

The best contact center managers know their statistics, developa training budget which includes ongoing workforce managementtraining, and move away from manual processes to take advantage ofthe workforce management tool.

Size of the Center

Size of the center is a consideration when investing inworkforce management solutions. While Excel spreadsheets and Erlangcalculators are less costly, experts maintain that these tools areineffective for centers employing more than 25 agents, havingwidely fluctuating call volumes, or for centers with locationsacross different time zones. There is an increased chance of errorsand decreased level of accuracy. Making changes quickly alsobecomes difficult, if not impossible.

Cost

Management is often conflicted about the value of workforcemanagement software because of the costs associated withimplementation, training and perceived return on investment versusbenefits realized. Cost is a major consideration in acquisition ofworkforce management software, with most in-house installationsexceeding six figures.

One viable alternative to purchasing a full-blown platform is toconsider a hosted versus in-house system. A hosted structure offersmany advantages over in-house models:

• little or no capital investment
• no risk of major systems failure
• pay as you go and only for what you need
• no interruption to business as upgrades can be performed duringslow times
• fast implementation
• little or no need for in-house IT support
• rapid adjustment to changing business conditions
• benefits for staffing contingent on varying workflow
• users experience the benefits before purchasing an in-housesystem
• same benefits as in-house installations

Next Page: Hosted or In-House

Whether you choose a hosted system or in-houseinstallation, each choice quickly pays for itself through betterstaff utilization, reduced administrative costs, and the ability torun “what if” scenarios before making costly changes.

Forecasting can be performed for both multi-channel andmulti-site environments. Real-time adherence options provide anextraordinary benefit in ensuring agents are in the right seat atthe right time and performing assigned tasks.

An unexpected benefit can be realized through agent empowermentas workforce management software allows agents to have a degree ofcontrol over their schedules. This can have a direct impact onattrition rates as well as a reduction in supervisoryadministrative tasks.

Management Buy-In

An additional issue faced by contact center personnelresponsible for conveying to management the importance ofautomating the forecasting system can be the inability to defineand articulate how workforce management can improve service levelsand increase efficiency.

The vernacular of contact centers may not be understood by thosewho do not work in that environment, and poor communication canresult in the failure to justify the need for a workforcemanagement system. An important point to remember is that peoplebuy benefits and not features. Therefore, decision-makers need tounderstand what will be gained by the purchase of a softwaresolution and not simply presented with the features.

Conclusion

Workforce management software is instrumental in impacting acompany's bottom line through improved customer service. Busies andabandon rates are reduced and target service levels are more easilyachieved. An investment in workforce management software in today'scontact center environment is critical to remaining competitive andproviding the service your customers expect.

Whether you choose a hosted system or in-house installation,making the right purchasing decision to meet your needs on thefront-end eliminates the need for future adjustments. Investigatebefore you buy and talk to more than one vendor to ensure you aregetting the right solution.

Lori Kyker is seniorconsultant at Pipkins inChesterfield, Mo.