Contact centers struggle to balance incoming calls and agent schedules, aiming to maintain high customer satisfaction and agent experience. Choosing the right workforce optimization software can make all the difference for your contact centers.
Trying to manage this manually or even with spreadsheets can be exhaustive, time consuming and full of errors. Responsible for managing multiple contact centers in multiple locations? In different time zones? Thinking about scaling up?
That would be virtually impossible without the right tools and systems in place.
This is where Workforce Optimization Software becomes invaluable, playing a crucial role in optimizing operations and maximizing productivity.
Picking the right software for your small to mid-sized contact center is important. It can help you improve your operations and make your customers and agents happy. Having the right software for workforce optimization in your contact center can benefit the customer, agent, and management team.
DID YOU KNOW: 90% of customers want access to live voice agents and rate an “immediate response” as essential.
What is Workforce Optimization Software?
Workforce optimization involves tasks such as agent scheduling and forecasting. Predicting call volume and managing resources effectively can help prevent various problems.
These problems include long wait times, stressed agents, low-resolution rates, costly overtime, high labor costs, and bored agents.
Managers must balance costs and staffing to provide a good customer experience.
Agents deal with unpredictable workloads, strive for quality service, and aim to avoid burnout and stress. And the customer has the expectation of getting a personalized experience that keeps them sticky to the brand.
WFM software, enhances operations, resource utilization, and customer interactions for small to medium-sized contact centers.
What is the benefit of workforce optimization software to customers, agents, and management?
- Improved Customer Experience and Satisfaction
- Enhanced Agent Productivity and Engagement
- Streamlined Management Processes and Decision-Making
1. Improved Customer Experience and Satisfaction:
Accurate forecasting & scheduling enhances customer satisfaction and loyalty
Providing a consistent customer experience as a small contact center can be challenging. Matching agent availability with sudden increases in call volume can result in longer wait times, causing customer frustration and dissatisfaction.
The biggest problem for customers is waiting too long on hold. Waiting for a long time frustrates 68% of consumers.
Small contact centers can use workforce optimization software to improve customer experience by accurately predicting demand and scheduling agents efficiently.
The strategic utilization of resources ensures that the right resources are available to deliver exceptional service promptly. Reduced wait times, improved service levels, and personalized attention not only contribute to increased customer satisfaction but also loyalty. Customers feel valued and receive consistent service, leading to positive brand perception and enhanced customer retention.
2. Enhanced Agent Productivity and Engagement:
WFM software enables agents to focus on what’s important – the customer
In 2022, 68% of agents said they spent too much time on manual tasks because there wasn’t enough automation. This made it hard for them to give full attention to customers.
WFM software helps agents work better by managing schedules and workloads, allowing them to reach their full potential.
Accurate forecasting and scheduling facilitate the efficient assignment of agents to meet customer demands, effectively eliminating the risks associated with understaffing or overstaffing.
This leads to improved agent productivity, reduced stress levels, and increased job satisfaction.
Engaged and motivated agents create great customer interactions and a positive work environment for everyone.
3. Streamlined Management Processes and Decision-Making:
Empower your contact center with real-time insights, efficient Resource Allocation, and cost savings.
Managers of small contact centers need workforce optimization software to make better decisions with real-time data. The absence of insights on agent schedules, attendance, and performance hinders their ability to optimize operations.
WFM software helps managers see real-time data and automate important processes for better decision-making.
These insights enable proactive resource planning, identify areas for improvement, and streamline decision-making.
By leveraging accurate data, managers can allocate resources effectively, enhance workforce utilization, and drive operational efficiency.
For small contact centers with limited funds, saving money by using workforce optimization software is important.
WFM software can save money by automating forecasting and scheduling. Labor costs can make up to 75% of total expenses in contact centers.
Workforce optimization software helps contact centers save money by reducing overtime, avoiding overstaffing, and allocating resources efficiently based on customer needs. Savings can reach up to 10%.
By aligning staffing levels with actual requirements, WFM software optimizes resource utilization, reduces labor-related expenses, and enhances workforce productivity. These cost-saving measures directly contribute to improved profitability and financial outcomes for small contact centers.
What to look for when purchasing Workforce Optimization Software – for small to medium-sized contact centers
The KISS rule most definitely applies here: Keep It Simple Silly.
Most smaller contact centers are tight on resources and budget. So, focus on essential features rather than unnecessary complexities in workforce optimization software. Take into account factors like cost-effectiveness, scalability, ease of implementation, and user-friendly interfaces.
Let’s explore the key features you should look for when choosing your workforce optimization software for your small to mid-sized contact center.
- Dynamic Scheduling
- Forecast Planning
- Performance Analytics and Reporting
- Seamless Integration
SimpliTalkCX Dynamic Scheduling Screen
Dynamic Scheduling: For small contact centers using manual scheduling, affordable workforce optimization software brings transformative benefits. It optimizes agent schedules based on demand forecasts, agent availability, skills, and business constraints. Supervisors can easily create, adjust, and optimize schedules to maximize resource utilization.
Automating scheduling saves time and resources that would otherwise be used for manual coordination.
Workforce optimization software ensures that agents are assigned to shifts based on workload balance, shift preferences, and labor regulations.
Through workforce scheduling, contact centers can mitigate the challenges of overstaffing and understaffing, resulting in efficient resource allocation and improved operational efficiency.
Contact centers that improve agent productivity also reap tangible benefits, realizing nearly a 7x improvement in revenue year over year.
SimpliTalkCX Call Forecasting Planning Screen
Forecast Planning: For small contact centers relying on manual forecasting, accurately predicting future workforce requirements can be an overwhelming task. Surprisingly, only 45% of contact center leaders report being able to accurately forecast resourcing needs.
Without the support of WFM software, small contact centers struggle to analyze historical data, identify seasonality patterns, and track relevant trends.
However, embracing the capabilities of workforce optimization software can help overcome these obstacles. Affordable WFM solutions use algorithms and analytics to help contact centers forecast contact volume, spot trends, and improve staffing.
SimpliTalkCX Staffing Performance Analysis and Reporting Screen
Performance Analytics and Reporting: Accurate and timely insights into key metrics such as average handle time, service level, shrinkage, and occupancy are crucial for contact centers. Workforce Optimization Software empower contact centers by providing valuable visibility and analytics into these essential metrics.
Workforce managers can make data-driven decisions to enhance operational efficiency and optimize resource allocation. Managers can improve service, productivity, and agent use in contact centers by accessing these insights, leading to a more successful operation.
In fact, contact centers that integrate analytics into their operations experience a 15% faster reduction in average handle times on a year-over-year basis compared to contact centers that do not leverage analytics.
Seamless Integration: Seamless integration of various systems is crucial to streamline operations and enhance efficiency. Integrating telephony, customer relationship management (CRM) solutions, and other key technologies enables a smooth flow of data and eliminates the need for manual work and multiple reports.
With seamless integration, contact centers can access accurate and up-to-date information, improve data integrity, and provide a unified experience for agents and customers.
This integration optimizes workflow processes, reduces manual effort, and enhances overall operational efficiency.
What else to look for in workforce optimization software :
If you’re new to selecting workforce optimization software for your contact center, it’s crucial to give careful thought to several factors to ensure it’s the right fit. Here are some essential considerations to keep in mind:
- Adherence Monitoring
- Ease of Use
- Customer Support
- Pricing
Adherence Monitoring: Contact center managers need visibility into agent adherence to schedules. In a dynamic environment where staffing requirements fluctuate, monitoring agent adherence plays a pivotal role in maintaining operational efficiency and delivering a consistent customer experience.
By monitoring adherence, contact centers can proactively address deviations from schedules, identify potential bottlenecks, and take corrective measures to optimize workforce utilization.
According to a study conducted by Aberdeen Group, contact centers with strong adherence practices experience an average of 3-5% higher agent productivity compared to centers with lower adherence rates.
Ease of Use: If you’ve never used workforce optimization software before, user-friendly software is a top priority for smooth adoption and efficient utilization by your workforce. It should have an intuitive interface and offer comprehensive training and support resources.
Simplicity is a key factor here. Many solutions on the market frustrate workforce managers because they are hard to use and have a long learning curve.
Customer Support: It is crucial to prioritize a vendor that provides reliable customer support. Look for a vendor that offers accessible support channels, such as phone or live chat, as well as comprehensive documentation and training resources.
Check references that you know are using the solution and don’t just take the company’s reference(s). Do your homework on the support front because many of the solutions on the market score very low in this area.
Pricing: Evaluate the pricing structure and licensing options of the software. Consider your budget, scalability needs, and value for money to ensure a suitable pricing model that aligns with your contact center requirements.
Remember, by understanding the fundamentals of workforce optimization, recognizing its benefits for customers, agents, and management, and following a systematic approach to software selection, you can make an informed decision that aligns with your business objectives.
At DecisivEdge, we are dedicated experts in the realm of contact centers and workforce optimization. As the creators of SimpliTalkCX, we understand the unique challenges faced by contact centers and the vital role that workforce optimization software plays in their success. Our goal is to connect with contact centers like yours, empowering you to unlock your full potential by choosing the best WFM software solution tailored to your specific needs.
Reach out to us today and let us guide you on your journey towards enhanced operational efficiency, improved customer experiences, and empowered agents. Together, we can elevate your contact center to new heights of excellence.