WFM data makes agents feel good…

Here’s a scenario that I am sure all agents are familiar with, sickness is high and its particularly busy. In this scenario it’s common that traditional wallboards and dashboards will have triggers set up which display several warnings and alerts meaning lots of stress and feelings of disappointment for the agents who did turn up for work.

This is because most traditional visuals only pull metrics from your contact centre solution and the warnings they display don’t take WFM into account. As you can imagine, this is a very unfair way to treat people and it’s likely to cause employee dissatisfaction and disengagement.

One solution and something our clients have done in the past is to pull data in from your WFM system and only trigger KPI alerts if you have enough resources to achieve them, sounds fairer and less likely to drive agents away, right?

With Optymyse you can be really clever with this and have a set of triggers for all occasions, so when resources are good you can push your agents to deal with calls quickly and efficiently but when you know that you have people off or your staff churn is causing a back log in training you can use a less strict set of triggers.  Another option is to leave your SLAs and targets as they are but use different imagery, colours and messaging.

For example if you had a resource issue that you are aware of, you can tell Optymyse to use the low resource set of messaging which would replace messages like: “Calls in Queue!” with “Do what you can guys!”. Agents know when you are tight on resources so a simple change in messaging will make them feel that you understand the pressure they’re under, making them feel appreciated.

These and other ideas are all included in our FREE CS Leadership Workshop, if you’d like to attend our next workshop sign up here! – https://www.sjssolutions.com/landing/cs-leadership-discussion/