Workforce optimisation (WFO) solutions are now a staple for contact centres, and with good reason. They not only simplify routine tasks like allocation agents and creating schedules, but they also add value through AI-led recommendations and future forecasts. Between 2018 and 2019, the contact centre market grew by 11.6%, adding a sizable $100 million in revenues. WFO solutions typically work in conjunction with your core contact centre systems, like the ACD from which it fetches traffic data.
Today, in a remote working world, WFO solutions hosted on the cloud can provide contact centre managers with visibility into distributed operations. It allows managers and agents to stay on the same page, using operational data for key areas of improvement such as talent development, quality management, employee engagement, and workload reduction through scheduling optimisation and/or automation.
Here are the five operational areas where WFO makes the most difference:
1. Shift swapping and self-service scheduling
One of the key capabilities of a WFO solution is that it allows for flexible scheduling with shift swapping and self-service support. Agents can not only choose the shift that best meets their personal preference, but they can also swap shifts with a colleague to meet unpredictable work-life demands. This enables:
- Greater job satisfaction among agents
- Greater productivity due to alignment with individual productive hours
2. Performance management and quality assurance
Unlike workforce management or WFM, WFO also bundles performance management tools along with scheduling and task allocation features. You can derive performance data from calls, define KPIs for adherence, and design training modules to address any skill gaps. This enables:
- Data-driven and in-the-moment coaching, which leaves a lasting impression
- Consistent customer experiences across agents
3. Demand forecasting and scheduling predictions
WFO solutions use sophisticated analytics and AI/ML techniques to arrive at the most optimal scheduling recommendations and resource mix. It factors in historical traffic trends, resource availability, per agent productivity, shrinkage, and seasonal variations to perfectly align supply with demand. This enables:
- Minimal agent idle time and maximum adherence to service level
- Very low risk of understaffing, improving agent and customer experience
4. Omni-channel resource allocation
While growing your business, as you expand your channel presence, resource allocation and maintaining consistent service levels and quality, can become challenging. Customers expect the same responsiveness and efficiency on chat or email that they have traditionally received on call. WFO solutions integrate with your multi-channel/omni-channel ecosystem, predicting an optimised schedule that factors in the demand dynamics across your entire channel presence. This enables:
- Seamless scalability the business
- Consistent CX across channels
- Optimal utilisation of your channel investment and marketing mix
5. Call recording, compliance, and audits
Finally, WFO plays a crucial role in keeping your contact centre compliant in the long term. It records 100% of calls, using speech analytics to detect sensitive data and perform automated redaction. Agents are provided with real-time compliance guidance, and key transaction records are maintained for audits. This enables:
- More effective compliance training based on call recording data
- Minimisation of total non-compliance costs and penalties over time
