Assembled’s Post

Need to create a modern WFM strategy from scratch? Don't know where to start? These 6 tips can get you started in the right direction. https://hubs.ly/Q02Jh7KY0

WFM Managers be like: I’ve got this under control! 😅 In the world of workforce management, juggling schedules, call volumes, and unexpected changes is all in a day's work. It’s not just about putting out fires; it’s about strategic planning and adaptability. Shoutout to all the WFM professionals who keep things running smoothly—even when it feels like we're juggling flaming torches! 🔥💪 At A Home Work Solution, we understand the challenges you face and provide tailored workforce management solutions to streamline your operations. Ready to take control and optimize your workforce? Let’s connect! #WorkforceManagement #AHWS

Identifying and adopting the ideal WFM solution for your operation produces an adaptable workforce that operates at peak efficiency. Wondering how to determine the best solution for your organization? Check out this article to learn how to properly leverage WFM. If you have any questions regarding WFM/WFaaS, Insite is here to help. https://lnkd.in/eN7_QsmP

What's WFM, you ask? 🤔 Workforce Management (WFM) in a nutshell: 1 - Forecasting - We analyze historical patterns and future plans to predict workloads. - How many units of work will we have? How many people will we need to handle it? 2 - Scheduling - We can't ask someone to work for just 15 minutes, so we create realistic schedules. - Balancing employee preferences with business needs is key. 3 - Real-time Monitoring - Even with planning, reality can be unpredictable. - Real-time teams adjust to ensure quick customer service, agent flexibility, and business optimization. WFM: Where we make fancy guesses about the future, create schedules that always upsets at least someone, and play Schedule Tetris in real-time

A big thank you to our guest blogger, Doug Casterton for his insightful blog: 'Do You Really Need a WFM System? Here’s Why You Might.' In this blog post, Doug draws on his years of experience in the WFM field to explain what WFM is all about and why it might just be the secret sauce your business needs. Click here 👉 https://ivx.ag/4cp0N5G #wfm #whatiswfm

Navigating the world of Workforce Management (WFM) is like trying to decode a secret language. Between the acronyms and jargon, it’s no wonder we need a decoder ring to figure out what’s going on! First, we have the old standbys: WFM, of course (duh), but also things like AHT (Average Handle Time) and FTE (Full-Time Equivalent) ….because who wouldn’t want to know how long it takes for someone to answer the phone and whether they’re “full-time” or just a glorified ninja on a part-time mission? Then there’s the holy grail of KPIs (Key Performance Indicators), which are basically the WFM equivalent of “How many shiny stars can you collect?” But don’t forget about SLAs (Service Level Agreements), which sounds like a contract between superheroes and the villain, but is just a fancy way of measuring whether we hit our target goals. If we don’t, it’s time for some serious root cause analysis. And what’s a WFM professional without a good old-fashioned “Intraday Management?” You know, just managing the day in real-time like a time traveler trying to stop things from getting too out of hand. Don’t even get me started on RTA (Real-Time Adherence), because yes, there’s a “real-time” for everything, and yes, I’m sure someone, somewhere, is panicking about it. In short, WFM is a beautiful symphony of acronyms and phrases that only those who live and breathe it can fully understand. But hey, if you ever need someone to explain it all….I’m your FTE, just don’t ask me about the MTD, QTD, or YTD stats. I might break.

We Need Your Insights: Research on Workforce Management for Contact Center Teams in Asia Pacific and the Middle East CX Network is conducting pivotal research into the state of workforce management (WFM) for contact center teams across the Asia Pacific and the Middle East, and we need your valuable input! We would like your observations and experiences with WFM in contact centers. This quick survey, which takes less than five minutes to complete, covers topics such as workforce size, attrition rates, engagement strategies, and common challenges that CX professionals like you face. With the data collected, we will compile a detailed benchmark report outlining the standards, challenges, and emerging best practices shaping workforce management for CX leaders and their teams in 2024. We will share these insights directly with you in August, providing actionable insights to enhance your organization’s operations. Click here to participate >> https://lnkd.in/gBzRJP-z Your contribution is invaluable, and we greatly appreciate your time and input. Tilak Antony Melanie Mingas Suyanti - Janice Chong #nice #cxnetwork

Contact centers are some of the toughest working environments a CX professional can manage. I realise that's a bold statement, but hear me out: contact center managers deal with eye-watering levels of attrition, they have huge pressure to deliver on KPIs, there are new channels and tech to understand and new capabilities to acquire (often in the face of strained budgets), there are pressures around employee well-being and mental health, and to top it all off, some now have to show they can generate revenue, as well as deliver outstanding service. Here at CX Network, we love a bit of research and our next project looks at workforce management in the contact center. We are asking practitioners to share their experiences via the survey linked below. There are 15 questions and we are going to use the results to create a benchmark report that will look into the biggest challenges you and your peers face - crucially, we will also cover how to overcome those challenges. Share your experiences and stay tuned! #ContactCenter #CXtrends #Research

FEATURE FOCUS 🔎 Workforce Management Workforce Management (WFM) optimizes scheduling, forecasting, and performance tracking for contact centers. Why do you need it? WFM ensures your team is always at the right place and at the right time, reducing burnout and boosting efficiency. The result? Happier employees, lower costs, and a better customer experience. #WFM #ContactCenterSolutions #WilmacTechnologies

If you are a contact center professional or a WFM'er you know that... Multi-skilled and skills-based routing (SBR) in today's omni-channel contact center comes with its challenges. However, it can boost your contact center's efficiency. Our injixo team explored this subject in more detail and we covered the topic in this blog post, you will learn: - What multi-skilling & skilled-based workforce are - Why it's a must-have for modern centers - Challenges & solutions for effective implementation - How to avoid common pitfalls You can read the full blog here: 👉 Skills-based workforce planning: get the gain without the pain! https://ivx.ag/460Kx9L