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IT DOESN’T HAVE TO
BE THAT WAY
ANYMORE
How Top WFM and Ops Leaders are Joining Forces to Change the Game.
WFM
OPS
THE POWER OF INTRADAY AUTOMATION Agents want real-time responses to shift change requests?
No problem.
Loads of adherence issues?
Bring it.
Channels not meeting service levels?
Not anymore.
Not enough time for agent development?
Consider it done.
REWRITE THE RULES TO ADDRESS YOUR TOUGHEST CHALLENGES.
Agents Want Real-Time Responses to Shift Change Requests
After Automation Agents make requests with their mobile phone and receive real-time answers. WFM schedules are updated automatically. Happy Agents. Lower costs.
Life Today SHIFT CHANGE REQUESTS MARK L. MELISSA K. TOM P.
WFM manually processes agent requests. This is time consuming for WFM teams and frustrating for agents.
Mobile Agent Experience
JAMES S. CHRIS D. SARAH L. ANNA G.
AUTOMATION RULE SAMPLE: IF: Agent Requests Day Off
AND:
Request Meets Schedule Conditions
THEN: Update WFM
IMPACT:
Agent receives real-time response.
Adherence Issues are Costly and Labor Intensive
After Automation
Life Today Agent variances in After Call Work length impact availability.
ACW Alert
Agents and supervisors receive automated alerts when task thresholds are exceeded. Significant productivity gains achieved.
You’re still in ACW, please reach out to your supervisor for assistance if needed or change AUX state to available.
OKAY
Agent Experience
AUTOMATION RULE SAMPLE: Prompt Agent to return to
IF: Agent in ACW > 20 sec
AND: queue
THEN: Prompt Supervisor to
IMPACT: Agents out of compliance
investigate
Meeting Service Level on all Channels is Like Shooting a Moving Target
After Automation
Life Today With more channels and queues, it's harder than ever to move agents to consistently meet service levels.
Agents are automatically moved between queues based on realtime triggers (service level, average wait time, etc.)
Chat Volume Is High Due to high volume, we are moving you to handle chat inquiries.
OKAY
Agent Experience
AUTOMATION RULE SAMPLE: IF: Longest chat waiting is > 300
AND: Move agents to chat
THEN: Agents available in Skill
IMPACT: Agents meeting criteria
A > 10
Service Level Trumps Agent Development
After Automation
Life Today Training and other off-phone work is cancelled due to unforeseen conditions. Agent engagement, morale and performance suffer.
Compliance Training
Off-phone work is automatically delivered during available idle time. Productivity and agent satisfaction both increase.
It’s time for new regulations compliance training.
OKAY
Agent Experience
AUTOMATION RULE SAMPLE: Prompt Compliance Training
IF: Calls in Queue < 5
THEN: Session
AND: ASA < 15 Seconds
IMPACT: Agents who need
compliance training
"Automation is powering efficiency and employee engagement gains once considered impossible." Dave Thrailkill, Former Senior WFM Director, Citi
WF M
OPS
IMAGINE THE POSSIBILITIES WFM and Ops leaders are joining the automation movement. You should too!
