BEST PRACTICES WORKFORCE...

BEST PRACTICES WORKFORCE MANAGEMENT

JULY 2017

Rafael Manzon, Executive Vice President of Sales & Marketing, Pipkins, Inc.

Jenni Palocsik, Director, Solutions Marketing, Verint

Kat Worman, WFM Consultant at Calabrio, Inc.

Schedule Adherence A Guide to Selecting the Right Adherence Goal

for your Contact Center

Kat Worman –WFM Consultant

• 20+ years experience working in the contact center industry

• Specializes in the implementation of workforce planning process and applications

• Provided consulting services to Fortune 500 companies throughout North America, Europe and Australia

• Twitter: @katmworman

• LinkedIn: Kat Worman

3

How Do I Pick the Right Goal?

• Just setting a goal may not increase efficiency and reduce unproductive time

• Goal to high = incent agents to exhibit undesirable behavior

• Goal to low = erosion of efficiency gains

Choose a goal that both agents and leadership can understand and support

Getting Started with Goal Setting

Here are a few things to consider:

Adherence goals should be based on research and the unique characteristics of your center.

• Productive not ready/aux codes

• Average Handle Time

• Typical out of seat activities such as breaks and lunch

• Potential barriers that might prevent adherence

Quantify Your Adherence Target Tips for Determining Adherence

Targets

1. Understand your productive hours

2. Factor in AHT implications

3.

Calculate your target4.

Adjust for complicated work

Understand your Productive Hours

Productive hours =

Paid hours - paid offline activities

Base Schedule:

40 hours per week with 2 paid breaks and a 30 minute team meeting

Factor in AHT Implications

• It’s possible to get a contact right before the start of scheduled activity

• Build a “safety net” for each base schedule activity

• If my AHT is 3:20. . .

Adjust for Complicated Work

How frequently. . . .

– Do agents completely miss a break or lunch due to a complicated issue?

– How much time on average is the agent out of adherence

Think about your culture and the nature of your contacts

Calculate your Adherence Target

Once you have determined your adherence minutes per week you can calculate your target

Implementing Adherence Metrics

• It matters how adherence goals are introduced

• Good communication will lead to faster adoption

• Leadership support focus on importance of adherence

Thank you!

www.calabrio.com

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Jenni Palocsik

July 11, 2017

Evolving Your WFM Best Practices

For Today’s Rapidly Changing Workforce


Jenni Palocsik

Senior Director,

Solutions Marketing

Jenni joined Verint in 2012 and has twenty

years of experience in e-commerce and

technology marketing. She is responsible for

positioning Verint’s products and services to

align with the business needs of leading

organizations worldwide. She is a regular

blogger and speaker on a wide range of

topics including workforce optimization,

desktop and process analytics, customer

and employee engagement, and more.

Customer

Engagement

Solutions

Security, Fraud and

Compliance Suite

Voice of the

Customer Suite

Employee

Engagement Suite

Workforce

Optimization Suite

Engagement

Channels Suite

Global Leader

in Actionable

Intelligence®

Solutions

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide. 15

A Rapidly Changing Workforce is Driving Changes in

the Contact Center


79% of 18- to 29-year-olds

agreed that “It is more important

to enjoy my job than to make a

lot of money.”

-Harvard Business Review , August 2015

Millennials overtake Baby Boomers as

America’s largest generation - Pew Research, April 2016

65.6% of employees are disengaged– Gallup, January 2017

2/3 of millennials plan to leave

their current organization by

2020. 1/4 see themselves

elsewhere within the next year.

-Business Insider, January 2016


If an Employee is not Engaged, What Happens?

17

Lack of Effort Attrition

Inefficiency

Mistakes

Poor CX

Training Costs

Staffing Issues


EmployeeSatisfactionOrganization

Cost

Customer Expectations

Today’s Organizations

Face a Delicate Balancing Act

As They Evolve In Response to Changing Requirements


Emerging Workforce Demands

Flexibility Transparency Motivation Mobility Empowerment

How am I

measured and

managed?

Allow me to

self-manage

When, where

and how I work

How can I

improve my

performance

on-demand?

Anytime,

anywhere

access to

information

Ability to make

changes

Make it easy

for me to help

the customer

Hear me


Flexibility

Transparency

Motivation

Mobility

Empowerment

Providing These Elements Can

Help You Increase Employee

Engagement

…Resulting in Better Customer

Outcomes


Specific Ways You Can Improve Employee Engagement

• Offer flexible

scheduling

options

• Shift swaps

• Flex time off

• New schedule

patterns

• Cross-training

and work in

more than one

area

Flexibility

Workforce Management Best Practices:• Incorporate employee preferences into

scheduling

• Enable shift swaps

• Offer flexible time off

• Test out new schedule patterns

• Create resource pools of skilled employees that

can work in more than one area



• Offer flexible

scheduling

options

• Shift swaps

• Flex time off

• New schedule

patterns

• Cross-training

and work in

more than one

area

Flexibility

• Clearly

communicate

performance goals

by role

• Align employee

results to

corporate

objectives

• Share performance

data continuously

Transparency

Extend Best Practices into other Solutions

within your WFO Suite: Scorecards• Set Expectations for Employee KPIs by Role

• Connect Employee Contributions with Corporate

Objectives (Why Does What They Do Matter?)

• Make it easy for them to see how they are being

measured and where they can improve



• Offer flexible

scheduling

options

• Shift swaps

• Flex time off

• New schedule

patterns

• Cross-training

and work in

more than one

area

Flexibility

• Clearly

communicate

performance goals

by role

• Align employee

results to

corporate

objectives


data continuously

Transparency

Motivate Employees to Excel• Celebrate successes with leaderboards,

company newsletters, certificates, badges

and prizes

• Encourage friendly competition

• Reward superior performance

• Use gamification techniques to support

ongoing knowledge and proficiency gains

• Recognize

excellent

performance

• Create friendly

competition

among teams

• Provide non-

financial (or

financial) rewards

to winners

Motivation



• Offer flexible

scheduling

options

• Shift swaps

• Flex time off

• New schedule

patterns

• Cross-training

and work in

more than one

area

Flexibility

• Clearly

communicate

performance goals

by role

• Align employee

results to

corporate

objectives


data continuously

Transparency

Workforce Management Best

Practices:• Offer Employees Options for Working

Remotely

• Make it easy for them to access

schedules and scorecards, or to request

shift swaps from their smartphone

(mobile app connected to WFM)

• Provide HR and Benefits info through

Employee Portals and Intranets

• Recognize

excellent

performance

• Create friendly

competition

among teams

• Provide non-

financial (or

financial) rewards

to winners

Motivation

• Support remote

(at home) workers

• Offer tools that

provide anywhere,

anytime access

(mobile apps,

employee portals

for HR info)

Mobility



• Offer flexible

scheduling

options

• Shift swaps

• Flex time off

• New schedule

patterns

• Cross-training

and work in

more than one

area

Flexibility

• Clearly

communicate

performance goals

by role

• Align employee

results to

corporate

objectives


data continuously

Transparency

Make It Easier for Employees

to Do Their Job Well:• Free up employees from

mundane work by automating

processes

• Make it easy to access

information to answer

customer questions

• Encourage collaboration and

knowledge sharing

• Recognize

excellent

performance

• Create friendly

competition

among teams

• Provide non-

financial (or

financial) rewards

to winners

Motivation

• Support remote

(at home) workers

• Offer tools that

provide anywhere,

anytime access

(mobile apps,

employee portals

for HR info)

Mobility

• Automate

repetitive tasks

where possible

• Offer knowledge

management

• Encourage

employees to

participate in

communities with

other employees

and customers

Empowerment


Key Takeaways

Today’s workforce is changing dramatically

Employee Engagement meets the needs of this

evolving workforce by providing flexibility,

transparency, motivation, mobility and empowerment

for better business outcomes

Organizations with engaged employees are

21% more productive and have 25% to 65% lower

employee turnover.

Leading organizations are evolving their use of

Workforce Management to meet the growing

expectations of their employees


Questions?

Jenni Palocsik

Senior Director, Solutions Marketing

1.678.243.4814

[email protected]

www.verint.com

27

@jpalocsik



Thank You

www.verint.com


30

Workforce Management Best Practices

Work-at-HomeOmni-ChannelBack Office


31

Work-at-Home

Time Clock At-home agents have no access to

any physical time clock you may use on-premises at your facility.

The software time clock you select needs to fully integrate with your payroll system to limit admin. time associated with payroll processing.


32

Work-at-Home

Time Clock For Hub & Spoke (or strictly Brick & Mortar)

operations, having all your on-premises agents clock in using a software time clock at their work stations rather than a physical time clock at the entrance to your facility can greatly reduce non-productive time.

More than 180 additional productive hoursper month per 100 agents!

Let’s say just 5 minutes are saved per agent per day walking between time clock and work station based on 4 such trips per day.

22 work-day month.

110 minutes per agent per month are spent walking to/from the time clock.

5 min. per day x 22 days = 110 minutes

That’s 11,000 minutes (or 183 hours) spent walking to/from the time clock for every 100 agents per month.

110 min. per month X 100 agents = 11,000 min.

11,000 min./60 min. per hr. = 183.33 hrs.

EXAMPLE


33

Work-at-Home

Communication Real-time adherence screens, dashboards,

2-way notification and alert systems via pop ups on PC and/or smartphone app.

Direct contact with supervisors, trainers, senior coworkers -- video conferencing, screen sharing, instant messaging, etc.

• One-on-One and Team Meetings• Coaching/Mentoring

Transparency, visibility and connectedness are vital!


34

Work-at-Home

Scheduling Implement self-scheduling, shift-bidding,

overtime planning, vacation planning.

• Increase agent empowerment and provide flexibility at-home agents find desirable – improve moral, job satisfaction, agent retention and ultimately customer experience.

• Lower admin. costs, paperless distribution, free up supervisory time.


35

Omni-Channel

Blended vs. Dedicated Teams If your WFM tools are flexible enough,

you don’t have to commit to using only blended or only dedicated teams. You can have both.

With blended teams, agents with the proper skillsets can rotate among your various channels which could lessen monotony & improve job satisfaction.


36

Omni-Channel

Some Forecasting Intricacies Define specific requirements for each channel.

Accurately capture AHT for each channel.

Have sufficient historic data to generate workload forecasts for each channel.

Measure performance over time against your service objectives.

Utilize intraday forecasting and scheduling to quickly adapt to changing conditions during your operational day to maintain service levels.


37

Back Office

Advanced time clock – workers manually enter start & end times for each task performed.

Configuration of data capture to enable the capture of AHT including number of screens viewed and keystrokes entered.

Conduct appropriate screening and configuration of data capture to associate AHTs with all the necessary tasks and interactions types. Generate staffing forecasts using these AHTs.

Tracking Activities Performed and Time Spent


38

Back Office

Monitor adherence to assigned schedules (ideally in real time).

Use performance dashboards that supervisors and executives can use for quick, at-a-glance views of performance (with drill down report capabilities) by individual, group/team & by KPI.

Use scorecard system for back office staff so that they can see their current and past performance and how it has changed over time.

Monitoring and Performance Management


39

One Final Thought…

OptimizingCustomerExperience

Controlling CostsMaximizing Efficiency & ProductivityMaintaining/Improving ProfitabilityImproving Staff Retention & MoraleGrowing Your Customer BaseIncreasing Sales Revenue

Your Workforce Management Goals are Part of a Bigger Balancing Act.

CX


40Thank You!Contact Us When You Need Assistance or Have Questions Concerning Workforce Management.

Address

Pipkins, Inc.

14515 North Outer 40 Road

Suite 130

Chesterfield, Missouri 63017

Main Phone & Fax

800.469.6106

Fax: 314.222.2459

[email protected]

Social Media

Facebook.com/pipkinswfm

Twitter.com/pipkinswfm

LinkedIn.com/company/130918

Rafael Manzon

Executive V.P. of Sales & Marketing

800.469.6106 x 754

Mobile: 314.740.5855

[email protected]

Ask Us About The Workforce Network™ -- Coming Soon!

Best Practices Workforce Management

JULY 2017

Rafael Manzon, Executive Vice

President of Sales & Marketing,

Pipkins, Inc.

http://www.Pipkins.com

Jenni Palocsik, Director,

Solutions Marketing, Verint

http://www.Verint.com

Kat Worman, WFM Consultant

at Calabrio, Inc.

http://www.Calabrio.com

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