Staffing, Scheduling and Workforce Planning
The proliferation of Contact Center services, delivery channels and automation tools has only made the issue of placing the right numbers of agents on duty with the right skills at the right time a more complex and demanding challenge. The Contact Center manager is now faced with meeting current staffing level needs while hiring to meet changing future needs, allocating the available workforce based on workload and customer demand and understanding how evolving future product and service requirements will alter this delicately balanced equation.
Staffing is the science of having the right numbers of people with the right mix of skill on staff to meet existing demand, while Scheduling is concerned with allocating the staff to specific time periods throughout the work week. A wide array of modeling tools are available to assist, from small staffing calculators to full-featured (and expensive) workforce management systems. Tyche’s experienced Contact Center consultants can help you navigate the maze of choices and implement the tool-supported process that best meets your unique requirements.
Tyche’s comprehensive Staffing, Scheduling and Workforce Management services consist of discreet modules that can be used individually or collectively to craft a solution that exactly matches your requirements. This may include:
- Forecasting – predicting future levels and patterns of labor demand and the skills and competencies necessary to respond to them.
- Staffing – establishing the optimum level of people necessary to meet your overall workload, by job category, function and/or skill set.
- Scheduling – assigning the existing staff to specific hourly work periods designed to ensure a response to workload and customer demand within established service levels.
- Transition Planning – understanding the types and amounts of training required to re-tool the existing workforce to meet forecast future demand and establish new employee hiring competency objectives.
- Reporting and Analysis – including databases, analysis tools and report generators.
Whether you need a simple headcount calculator, staffing level budgeting tool or a comprehensive third-party workforce management application integrated with your ticketing system, you can rely on your Tyche consultant to identify your best options and help you deploy a process that ensures its operational success.
Understanding how to deploy your staff to effectively handle a constantly varying workload used to seem like black magic… but now you know!