Without Workforce Management your call center is working harder, less efficiently, and paying more to do it.
EmPulse scheduling is driven by historical data and real-time events that impact a call center on a daily basis. Building the optimal agent schedule must also factor in agent skills and common events that impact scheduling such as vacation requests, last minute schedulechanges and inbound and outbound workload dynamics. Portioning resources can easily become a balancing act between a traditional agent call, e-demands like live agent or chat, email and fax response and operations influences such as meetings.
EmPulse takes the headaches out of employee scheduling. It automatically develops and assigns schedules while considering the desired service levels and work rules of the call center and easily balances the forecasted workload with agent availability, skills and preferences.
The EmPulse employee database is at the heart of the system. It defines each employee within the system. Unique employee information can provide everything from basic contact and employment information to data that directly impacts scheduling. Some examples are availability, unavailability, seniority, vacation and other preferences and perhaps most importantly, special skills or skill levels. The ability to associate employees with specific skills such as escalated help desk knowledge, foreign language proficiency or outbound skills is information needed for skills based scheduling.
By maintaining and recognizing employee skills and preferences EmPulse creates schedulesusing this data, by matching employees to the appropriate workload assignments that can improve not only the customer experience but also the employee’s level of job satisfaction.
For added administrative and management control and convenience, once a schedule is created and proves successful it can be archived and used as an optimal scheduling model or base schedule. Different data is then applied to the base schedule as layers one on top of the other. Peel them all back and you always finish with the base schedule — a solid foundation. An example of this would be starting with the base schedule and adding a training session. The manager at some point may decide he wants to meet with the employee and adds a meeting exception. The meeting exception has a higher priority. What will appear on theschedule is the base schedule and the meeting, flagged as special. This might not be the highest layer, but could be the highest priority layered item to consider in a given time period.
Of course EmPulse is also flexible and easily accommodates schedule changes to meet the daily dynamics of the center such as real time intraday schedule management for planned or unplanned events. It even allows for ad hoc forecasts or ‘what ifs’ throughout the day so that staffing levels can be adjusted as needed.