Entire adult career in contact centers Past 19 years in WFM positions Owner & Workforce Manager at Human Numbers

Transcription

1 5/3/2013 Entire adult career in contact centers Past 19 years in WFM positions Owner & Workforce Manager at Human Numbers Contact Center Pipeline Board Member International Institute of Forecasters Charter Member with SWPP ICMI Certified Associate 1

2 Evolution of the Modern Contact Center Workforce Management Principles Overlay Social Media Characteristics Identify How to Integrate Share your experiences Tweet it! #ACCE13 My Twitter: #extiffany Evolution of Contact Avenues Traditional Methods: The telephone The postal system In Person Walk-ups Fed-ex, UPS, DHL, owls, other carriers Advanced Methods: Fax machine Chat IM Text Internet Social Media Co-browsing Smartphones 2

3 800 + Million 500 Billion Peer Impressions per year 3

4 Workforce Management Processes Forecasting Required Staff History of volume, AHT, shrinkage and trends Service goals Known/ planned changes Scheduling Create shift templates Gather employee preferences Apply business rules Intra-Day Tracking Reporting Forecasting-Design Considerations Voice and chat Non-deferred Immediate interaction Staffing based on SL/AHT Deferrable Response can be planned Staffing usually based on non-peak hours Social Media Deferability based on media type Response timing based on media type Staff to immediate, buffer for the rest Non-Phone Channels Used 85% Outbound 69% Postal Mail 62% Fax 61% Web Chat 37% Facebook 23% Twitter 15% Other 5% None 1% Source: SWPP Survey Results Tweet it! #ACCE13 4

5 Scheduling-Design Considerations New channels introduce new complexity Multi-delivery methods To agent from customer To agent from WFM Diverse locations Multi-skills to learn Simul-skilled agents Contact Rates Go Multiple channels = multiple entry points Customers may try to call you and web chat you at the very same time One of these contacts could be abandoned when the other one gets answered This influx of volume isn t a spike, it s your new way of life. 5

6 Agent Utilization May Go Multiple channels = simul-skilled agents An agent may be able to handle two web chats at the same time. The higher the volume, the greater the efficiency Free add-in to help you calculate these metrics at Erlang.co.uk There s also an app for that Calculating Required Staff Erlang works best for regular-sized centers but Classic Erlang Fail: 4 calls, 23 minute AHT, 80% SL in 30 seconds. Erlang will require 5.3 people that s more people than calls! Unstable Queue (Doug Casterton): 1035 calls, 125 second AHT, 93% SL in 60 seconds. But when talk time goes up 10 seconds, SL drops to zero! For everything else, I want formulas that make more sense Outbound workload = Calls Handle Time Multi-tasked contacts (chat, IM, text) translates into higher efficiency rates Any work that is measured by hours and days is calculated using Response Time 6

7 Measured by Service Level/ASA Measured by Response Time Phone Mail Walk-ups & Escalations Web Chat Fax Text Social Media < 2 hours > 2 hours You Have to be Ready to Respond Workload = (Events x Time per Event) / Many to One Expectation First Time Events Repeat Events Edited Events Follow up Events Time to Create Time to Repost Time to Edit Frequency of Response Number of Media per Agent Occupancy Brain Space - Intensity Predictable Peaks 7

8 Response Time Metric Step 1 Volume / (*Response time / AHT) = Bodies Step 2 Bodies / Simul-Skill Factor = Required Agents Step 3 Required Agents / (1 - shrinkage %) = Fully Loaded Total Staff *Special rule for Response Time: use FTE hours/day, not 24 hours/day. Example, if response time is three days, turn that in to eight hours a day times three (8x3=24). **Simul-skill factor only applies when the opportunity exists Traditional Established History Usually 24 months Calls/AHT/AUX usage ACD Reports Robust Direct feed to WFM system Export for historic tracking and cleaning SL Threshold < 2 hours Tweet it! #ACCE13 Social Media New History/Non-existent? Usually < one year Growing exponentially Limits on data elements Handle Time Interactions/ productive hour SL Threshold > 2 hours Historical Reporting CRM/SCRM 3 rd Party tools (Radian6, Cymphony) Free/Freemium tools (Hootsuite, Tweetdeck, Google Alerts) Manual input Time Trials 8

9 Time-trial Study Expect to spend about four weeks Start by collecting supplies: 1. A calculator 2. A stopwatch 3. A clipboard 4. Something for notes Time-trial Study Week 1 Expect to spend the first week getting prepared List the activities you want to measure Identify when they get worked Identify who does the work Tell the person in advance that you re going to be observing them Formally schedule the timing sessions and include plenty of breaks 9

10 Time-trial Study Weeks 2-3 Ready for data collection! 1. Discuss your objective with your test subject 2. Sit with more than one agent 3. Collect a lot of samples; 10x AHT 4. Include time logging in to different systems 5. Exclude interruptions 6. Keep discreet notes 7. Review notes every day 8. Engage agents to help by keeping tick sheets Time-trial Study Wrap-up Now you can analyze the results! Use the buddy system to calculate data For complex work types that have no real averages, count the number of units processed in an hour Take the results and compare them to what you were originally using in a Before and After view Share the results with interested parties Capture the oddball or suspicious notes in a separate write-up summary; otherwise the excitement of the weird may overshadow the time trial study itself. Tweet it! #ACCE13 10

11 More than ½ of the world s population is under 30 which means they don t know life before the internet. So if you want a sense of where the world s media habits are headed, it makes sense to watch what kids are doing. Socialnomics Kaiser Family Foundation Jan 2010 Sharing Experiences and Q&A 11

12 5/3/