When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and positively impact the bottom line.
With Intraday Automation in their hands, workforce management and contact center operations professionals can take their top challenges, like adherence, and turn them into opportunities.
Here are three examples of how you can improve adherence through automation:
- Use a “Break Assistant”
Do long calls prevent agents from starting their breaks or lunches on time? With automation, you can set up business rules to automatically identify agents who are scheduled to go to break or lunch within the next 2-5 minutes (configurable). Then, to prevent these agents from receiving a call that might run into their break/lunch, prompt agents to head to break/lunch early.
- Prevent ACW Hide Out Sessions
Some agents (names not to be mentioned) take the matter of breaks into their own hands and hide out in ACW. With automation, you can have rules to monitor when ACW passes a threshold and send an automated message to agents asking them if they need help.
- Improve Exception Handling for Greater Efficiency
Even your best agents occasionally get stuck in traffic or have a flat tire – these things happen. And, while it creates extra work for the WFM team, it’s just part of life. With automation, you can plan adherence exceptions for these scenarios, automatically update the WFM schedule and notify supervisors to improve the efficiency of their team.
What adherence challenges would you like to automate for your center?