Agenda · continuous KPI improvement . Agenda • Have you outgrown Excel for planning? • How WFM...

Agenda

• Have you outgrown Excel for planning?

• How WFM can address the shortcomings of Excel

• Live demonstration

• Making the business case

1. Getting data for forecasting

• Without WFM Manually entering forecast data

Importing data using CSV files

Labour intensive and error-prone

Not practical to update intraday

• With WFM Forecast data imported automatically

Intraday refresh every 15/30/60 minutes

2. Accurate forecasts?

• Without WFM ‘Garbage in, garbage out’

Staffing calculation: Erlang calculation

possible in Excel – email, chat?

• With WFM Graphically review input data

Quickly set up special events

Quickly revise forecasts

Live dashboards to spot unplanned

spikes

Staffing calculation for all media

3. Creating agent schedules

• Without WFM Takes a long time

Schedules not optimised

What about multi-skilled agents?

What if you need to reschedule at short notice?

• With WFM Automatic and quick – even for

multi-skill

Fully optimised

Power tools to fine tune, e.g. breaks, jobs, replace sick agent

4. Interacting with agents?

• Without WFM Time consuming

Can’t easily update schedules once published

One-way process

What about shift swaps?

What about holiday requests?

• With WFM Schedules published in agent web

portal

Agents can request holidays, shift swaps, etc.

5. Breaking the rules?

• Without WFM Easy to accidentally break

employment law / agent contracts / custom and practice

Emotive subject

Recipe for strife

• With WFM Rule-compliant schedules always

created

Power tools to automatically re-optimise – also rule compliant

Manual changes checked in real-time

6. Are agents adhering to schedules?

• Without WFM Almost impossible to track

Needs real-time ACD feed

ACD agent status reporting not linked to agent schedules

• With WFM Monitor adherence to schedule in

real-time

Management by exception

You decide periods of grace

Adherence report available for appraisals

7. Reactive or proactive?

• Without WFM Planning is labour-intensive

Planning is time-consuming

Too much time fire-fighting

Limited collaboration possibilities – only one person has write access

• With WFM Tedious processes automated

Time freed up for planning ahead, liaising with other teams and continuous KPI improvement

Agenda

• Have you outgrown Excel for planning?

• How WFM can address the shortcomings of Excel

• Live demonstration

• Making the business case

Let’s look at…

• Forecasting

• Scheduling

• Agent interaction

• Adherence monitoring

injixo WFM Demonstration

WFM can cost less than you think

• injixo WFM from InVision

• £9 per agent per month, including – Support & maintenance

– Hosting, updates, backups included

– No server or heavy IT involvement

– 99.5% uptime guarantee

• Normally Opex not Capex

• Flex capacity as needed

• ROI is almost instant – ask us for free ROI calculator XLS

Upgrading to WFM – the business case

• Do more with less

• Consistently achieve service levels

• Manage ‘the power of one’ by monitoring adherence

• Spend less time fire-fighting, more time planning for success

• Reduce staff turnover and hiring costs

• Avoid penalties and earn bonuses

• Increase revenue

Find out more

• Live web demo

• Every Friday at 11:00 UK time

• 90 minutes

• Contact chris.dealy@invisionwfm.com for joining instructions

Seven signs that you may have outgrown Excel for resource planning

Thank you for your attention

www.injixo.com