Reinventing workforce planning with WFM
ON THE FEATURE OF THIS ARTICLE:
1. Why rethink your WFM strategy? The 6 main reasons
2. The benefits of artificial intelligence and machine learning
3. Implementing a WFM solution with success
Workforce management within contact centers is a crucial issue for guaranteeing high service levels while optimizing costs. In our recent webinar, we explored the main reasons why organizations need to rethink their Workforce Management (WFM) strategy, and how WFM solutions can transform practices and bring the innovation and added value needed in this discipline. Here are the key points to remember.
Why rethink your WFM strategy? The 6 main reasons
Precise forecasts to meet customer needs
- Today, 75% of contact centers find it difficult to effectively plan and manage their workforce. Outdated systems and manual processes often lead to understaffing, overstaffing and irregular service levels. More detailed and reliable forecasts by time slot, with precise coverage of the load curve, have become indispensable. With WFM solutions, companies can reduce these discrepancies by up to 30%, improving customer satisfaction and employee commitment.
Accelerate decision-making with real-time data
- WFM solutions offer real-time indicator tables, enabling supervisors to monitor discrepancies between forecasts and reality. This visibility can reduce operational errors by up to 40%, optimizing the management of unprocessed volumes. Well-configured operational monitoring and clear processes help to avoid snowballing effects on unprocessed volumes by anticipating different resource requirements.
Automate for greater efficiency
- Automation frees managers from repetitive tasks, such as creating schedules or reports. For example, the implementation of a tool generally reduces schedule reprogramming time – for some companies from 6 hours to just 30 minutes – while adding a complete optimization of the planning process.
Increase employee commitment and reduce turnover
- Offering self-service tools and collaborative functionalities enables us to better respond to agents’ expectations and improve their working conditions. A telling example: a scheduling exchange can reduce staff turnover by 8% in one year, while increasing team commitment by 15%.
Comply with legal and contractual obligations
- Integrating labor legislation directly into WFM tools ensures compliance with regulations such as mandatory breaks and overtime management, thereby reducing the legal and financial risks to the organization. Companies using these functions reduce their legal risks by an average of 20%.
Adapting to hybrid and remote working
- With the rise of hybrid working widespread in organizations, these solutions offer greater visibility of employee activities, whether in the office or remotely. This helps maintain operational consistency while respecting employees’ work scheduling preferences.
The benefits of artificial intelligence and machine learning
Artificial intelligence plays a key role in modernizing WFM processes. By optimizing forecasts, readjusting schedules in real time or offering flexible options to employees, AI improves overall customer service performance.
For example, in the event of understaffing, an AI tool can ask advisors in real time whether they wish to work overtime, or propose early leave in the event of overstaffing.
Thanks to the contribution of AI, a 25% reduction in planning deviations has been observed, increasing agent availability by 15% and reducing costs linked to understaffing by 10%.
Implementing a WFM solution with success
The successful implementation of a WFM solution depends on a structured, collaborative approach. Here are Activeo’s secret keys to success:
- A strategy aligned with management’s vision: It’s essential to define an implementation strategy that starts out identical to current practices, then gradually evolves. For example, by launching pilots with limited functionalities for certain teams, before moving towards a more complete extension of functionalities. This also enables the reference teams to promote best practices.
- A multi-stage approach: initial immersion, collaborative workshops to define business needs, translation into IT architecture and finally technical deployment. Training must include practical cases from the organization to anchor knowledge in concrete terms.
- Clear, validated rules: Processes must be defined and validated upstream to avoid improvisation. It is also crucial to set up the tool correctly (access rights, crisis management) and to review established processes to take full advantage of the innovations on offer.
- Communication on the common goal: In customer relations centers, where activities such as training, coaching and supervision are omnipresent, it’s important to remember that meeting customer needs takes precedence over overload. This cohesion strengthens team collaboration and efficiency.
In conclusion, organizations that adopt a modern WFM strategy enjoy a significant competitive advantage. Not only do they improve their operational efficiency, they also enhance the customer experience and employee well-being.
With Activeo’s advanced solutions and expertise, transform your workforce management processes into powerful strategic levers.
This article is brought to you by:
Yolande Le Mercier
Consultante Manager
Nicolas Béranger
WFO Practice Manager
Would you like to find out how these solutions can fit into your operational roadmap? Would you like to find out more about Activeo's support approach? Contact our experts for a personalized demonstration and contextual discussion.
Watch the replay of our last webinar:
