Optimizing Workforce Management in Contact Centers: The AI consultant

Optimizing Workforce Management in Contact Centers: The AI consultant

When Google introduced its PageRank search engine, many of us did not utilize it immediately to its fullest extent. Often, you realized only afterwards: “I should have asked Google”. Something comparable is currently happening with Generative AI.
Yesterday, I was trying to write a blog on how to optimize the contact center WFM, but I had little inspiration. Only today, I realized I should have asked ChatGPT for assistance… What follows is our joint opinion on how to take the next step in obtaining best-of-class WFM.
 
Improving WFM Processes
I often see contact centers that can still take significant steps to improve their WFM processes. Improvements do pay off: in most contact centers, the ROI on even a modest 1% efficiency gain is very high.
 
However, from my interactions with planners and experience during training, I realized that WFM professionals have little time to improve or optimize their processes. Liberating them for part of their time to work on improvements and allowing them to obtain the required skills and knowledge is a crucial first step in reaching the next level in WFM.
 
Key Areas for Improvement Identified (by ChatGPT)
  • Accurate Forecasting: Invest in advanced software, consider external factors, and regularly update the forecast based on recent data and changing conditions.
  • Intelligent Scheduling: Make sure to have the right types and amounts of flexibility to accommodate peak times and reduce idle time during low-demand periods, including the right amount of part-time or remote agents to provide additional coverage during peak times.
  • Real-Time Monitoring and Management: Make real-time decisions based on real-time data, call volumes, and up-to-date forecasts.
  • Data-Driven Decision Making: Track key performance metrics such as average handling time (AHT), first call resolution (FCR), and service level; collect and analyze agent feedback to identify scheduling preferences and potential issues; regularly review WFM processes and performance data to identify areas for improvement and implement changes.

“Effective workforce management is essential for the success of any contact center. Start implementing these strategies today to take your contact center’s workforce management to the next level.”

Conclusion
Are you not convinced that investing in WFM often has enormous benefits? Ask the AI consultant ChatGPT to “give advise on how to improve wfm in contact centers”. 😉
 
Would you prefer to talk to somebody in the flesh? We are happy to schedule a meeting to share our ideas on how we can help you optimize your contact center!
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