FLORIAN GARNIER DARYL GONOS BAKER JOHNSON DAVID SINGER
MITCH TODD
Additionally , remote agents may have different preferences for scheduling , such as flexible or “ non-traditional ” schedules , which can further complicate the scheduling process .
To address these challenges , contact centers need to adapt their WFM strategies to ensure that they are optimizing their resources and meeting their performance goals : while accommodating the needs of their remote and hybrid workforces .
This may also involve , in addition to utilizing a WFM solution that can label and optimize shifts based on their locations , investing more in remote collaboration tools and other technologies to ensure seamless communication and scheduling across different locations .
The adaptation may also involve implementing policies and practices that support the unique needs of remote and hybrid workers , such as flexible scheduling and remote training and development opportunities .
Overall , while the shift to remote / hybrid work may make scheduling and applying WFM more complex , it also presents an opportunity for contact centers to optimize their operations and improve the employee and CX . And that is by investing in innovative technologies and workforce management practices .
DARYL GONOS ( DG ): Modern WFM software is unique in that it was built to make the lives of contact centers with remote / hybrid agents easier . Being able to schedule , adjust shifts , communicate directly with agents , approve time off , and so much more within a single WFM solution simplifies a lot of the complexities .
Instead of juggling systems for each of these listed items , an analyst can make a schedule adjustment in the WFM software and it automatically impacts other areas to remove redundancies and avoid confusion . The communication component in particular is key because it removes geographic barriers and lets an entire contact center stay connected from anywhere .
BAKER JOHNSON ( BJ ): Definitely . Every dependent variable we add to the forecasting and scheduling model increases the complexity of the algorithms significantly : making the manual spreadsheet approach that much more likely to result in errors , conflicts , or anomalies .
DAVE SINGER ( DS ): It makes the problem more complex because there are more variables to consider , which drives the need for better tools to balance this increasingly complex problem .
MITCH TODD ( MT ): Hybrid work shouldn ’ t make scheduling and applying WFM more complex if a contact center is using the right software .
A modern WFM solution can be used from anywhere by agents and supervisors . This type of software uses artificial intelligence ( AI ) to monitor peak volume times and schedule staffing levels accordingly . Agents can also self-schedule and swap shifts . This also eliminates any perceived favoritism since agents don ’ t have to manually ask their supervisors for time off .
It doesn ’ t matter whether agents are working from home or from the office . With this system , scheduling is seamless and flexible , maintaining the necessary staffing levels and empowering agents with more freedom .
"... CONTACT CENTERS NEED TO ADAPT THEIR WFM STRATEGIES TO ENSURE THAT THEY ARE OPTIMIZING THEIR RESOURCES AND MEETING THEIR PERFORMANCE GOALS : WHILE AC- COMMODATING THE NEEDS OF THEIR REMOTE AND HYBRID WORKFORCES ."
-- FLORIAN GARNIER
THERE HAS BEEN A DEBATE BETWEEN UNIVERSAL BLENDED INBOUND / OUTBOUND OMNICHANNEL AGENTS AND SPECIALIZED AGENTS . WHAT IS YOUR AND YOUR CUSTOMERS ’ TAKE ON THIS FROM A WFM PERSPECTIVE ?
FG : There is no one-size-fits-all answer that applies to all contact centers . The decision to implement universal blended agents versus specialized agents depends on various factors , including the size of the contact center , the nature of the interactions , and the level of customer demand .
From a WFM perspective , the advantages of universal blended agents include :
• Increased flexibility . Universal blended agents can handle a wider variety of interactions , enabling them to respond to customer demand more holistically and effectively .
• Improved CX . Universal blended agents can provide a more seamless and personalized experience to customers , regardless of the channel they use .
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