Implementing workforce management applications outside the contact center domain sounds like a logical thing to do. The idea of achieving the same levels of operational efficiency and control across your business operations as you do in you contact center can be very appealing.
If you think about it, good planning capabilities are a key requirement for delivering a consistent customer experience, not just in the contact center, but across your company’s touch points and non-contact center, customer-facing employees.
However, there is more to this than simply buying and implementing a workforce management tool. If you want to get it right the first time, you need to look at best practices, as well as the classic mix of blending “people, processes, and technology” to succeed.
Just recently, I had the pleasure of co-presenting an ICMI webinar with Kirwyn Adderley from Walgreens. During the webinar, Kirwyn shared his experience of implementing workforce management in the back-office and outlined the four best practices below:
1. Improve the Quality of WFM Inputs – Ensure that the quality and accuracy of the data that goes in to your workforce management solution is near-perfect. Gathering the correct volume of work items and the average handle time is critical. If you do not get this right, the output, the forecast and schedule, will never be optimal.
2. Determine Service Level and Turn-Around Time – Develop a clear picture of the various work activities and how you want to manage the service level for each individual type of work. Some activities can be managed as if they were a call (high volume tasks), and some may have a turnaround time of days. For the latter, real-time adherence for example may make less sense.
3. Manage Employee Occupancy – For high-volume tasks, managing occupancy is important, as any deviation will immediately impact your service levels and may create backlog. For more complex tasks that require research and manual work, measuring & managing occupancy is close to impossible.
4. Drive Automation with aWFM tool – Once you have a good handle of the various task-types, you can look at the requirements and business configuration of your WFM tool. You should not skip any steps or take the fast lane, as you will find yourself going back to the drawing board multiple times.
The bottom line: Implementing an Enterprise Workload Management solution offers intelligent task distribution and the benefits of integrated planning capabilities across your business into places like the back office.
If you want to learn more on the Walgreen’s stroy from Kirwyn Adderley you can view a replay of the ICMI Webinar, Improving Workforce Efficiency Across Business Processes. You can view it here now!
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