Businesses all over the world have been under a lot of pressure recently. Most are struggling to manage contact centre performance and capacity while adapting to the rise of home working and increased consumer demand.
Fortunately, contact centre experts, Puzzel, believe that they have the right solution. Scheduling techniques like the Puzzel optimal staffing solution could transform the workforce with a unique approach through the cloud.
This new solution from Puzzel serves companies struggling to deliver the most appropriate tasks to their agents to make the most of their knowledge and talents. After all, in today’s landscape, customer satisfaction and experience are more crucial than ever.
With the chaos caused by the COVID-19 pandemic causing even more panic, teams need to make sure that they’re getting their approach to customer service right, while ensuring that agents remain safe. Many companies will need to continue facilitating remote work practices even as the country comes out of lockdown.
Updating the Contact Centre
As businesses prepare for constant fluctuations in customer demand and changing workstyles, now is the best time to implement a new process for agent scheduling.
Puzzel believes that the “optimal net staffing” concept is the way forward. The Puzzel team uses optimal staffing to power its Workforce Management solution. This allows companies to consider the fact that there will always be moments when a contact centre is over or understaffed, leaving either a surplus or deficit of working hours.
Unlike traditional systems that calculate efficiency in a schedule based on the calculation of intervals in a day when agents manage a certain number of calls, Puzzel takes a new approach. This company feels that success is in aiming for the optimal net staffing experience. In this environment, companies optimise the staff and hours available to maintain a constant quality of service.
A change in mindset frees resource planners and managers from the constraints of things like routine activity placements and static shifts.
Delivering Dramatic Approach
The optimal net staffing approach from Puzzel has already delivered incredible results to companies like Simply Business. Simply Business is one of the biggest business insurance providers in the UK, relying on automated workforce management to schedule more than 200 individuals serving hundreds and thousands of customers.
Simply Business used the Puzzel WFM to support a rapid increase in the volume of customer and business contact during a period of significant growth. According to Joshua Kirkbride, Resource planner, the introduction of optimal net staffing gave the business a clear way to improve efficiency. The metrics revealed made it easier for Simply Business to see where they could move shifts and hours to maximise performance.
Teams can easily implement optimal net staffing processes into their own contact centre, unlocking benefits like:
- Accurate forecasting: The customisable and agile design of the cloud WFM solution from Puzzel makes it easy to forecast demand in a complex and omnichannel environment. Teams can use Puzzel WFM to produce insightful information based on information like historical trends and data from the contact centre technology
- Improved scheduling: Businesses can also use WFM from Puzzel as a strategic tool for workforce optimisation. Companies can build optimal and instant schedules with changes available in real-time through a drag and drop facility. This makes it easier to keep employees happy, engaged, and productive
- Real time adherence: Being able to see what agents are actually doing during periods of schedule activity means that supervisors can gain a rapid insight into agent performance to support quick and easy decision making. Graphical displays demonstrate what agents are doing compared to what they should be doing
Changing the Scheduling Process
Puzzel is inviting all contact centre environments to rethink the way that they schedule their agents and manage the workforce. With transformational thinking, companies can take control of their contact centre, and turn conventional practices upside town. The workforce management technology from Puzzel helps to motivate agents and increase productivity.
At the same time, Puzzel’s approach to optimal net staffing means that companies can really ensure that they’re getting the most out of their workforce. This strengthens the performance of the entire team, and reduces costs, while also paving the way for greater customer satisfaction and support.
Now could be the perfect time for you to rethink the way that you approach scheduling for your contact centre landscape.
