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WorkForce Management (WFM) is the name given to the software used to forcast call arrival and schedule agents against that demand. There are several parts to WFM and the best package is the one that will best meet your requirements and how you are set up.
Data capture - all WFM packages will capture data on call arrival, normally through a direct link to your switch, but some also allow you to create the data and import it. Be careful to make sure that the WFM package is able to integrate to your switch and that your switch data and WFM data can be compared. For example I have used a Nortel DMS switch with Genesys WFM, if a call was sent to an agent who went into a walk code before answering the call, the call would be diverted to the next available agent. The switch saw this as one call, Genesys saw this as 2 calls, one answered, one abandoned.
Forecasting - once the data has been captured different models can be applied to produce a forecast, these models should be able to deal with your set up, eg mulit-skilling, multi-site, trends of call patterns, trends in AHT. Rember you may want to use a different model or use a different base data for AHT compared to Call Vol.
Scheduling - with the forecast created the WFM package should then schedule your agents to best fit the demand. The package should make it easy to book off-line time such as sickness, holidays, tream meetings and 1:1s. It should have different rules for each, eg sickness is always agreed, team meetings are put into a time range and the WFM package works out the best time for the meeting. This part of WFM often requires the most amount of work by your staff, so is vital that it is as slick as possible.
Reporting - often poor on most WFM packages. You need to be able to report on what actually happened, how accurate the forecast was and where it went wrong, so lessons can be learned. It is also normal to have some form of agent adherence measure, but just defining adherence can be difficult so be careful.
User Interface - most WFM packages these days have a web based interface for the agents, this allows them to view shifts and request leave (normally with automatic acceptance or declining), this hsould also have some form of security to allow agents to only view their own shifts and for managers to be able to view those of their team.
Most companies these days are moving to a third party WFM suite, but if you have suitable skills within your organisation or your centre is small you should not discount in-house systems. These can be more tailored to your needs and be significantly cheaper, the risks are becoming key-man dependant and having less development and support going forward. It's horses for courses.
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08-23-2005, 07:21 AM
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