Contact Center Solutions Featured Article

Automating Contact Center Strategic Planning

September 17, 2015

Contact centers are transforming to be, not just interaction, but also information hubs for improving the customer experience. In an omni-channel, always-on and in all ways connected world, contact center administrators are increasingly looking for tools that ensure they’re using resources efficiently and effectively.  

The reality is that making optimal use of people and processes to achieve maximum performance for services rendered is a major logistical challenge, especially when it comes to long-term strategic planning. The following questions—whose answers are essential to creating compelling customer experiences that fulfill key performance indicators (KPIs)—illustrate just how challenging this can be:

  • How do you know what your call volume will be?
  • How can you manage seasonality?
  • How do you know when you should hire new agents? Or use overtime?
  • What service level standard is most profitable to use for premium customers? And for which skills? In which contact center?
  • How do you deliver consistent service across seasonal peaks and valleys? And at least cost?

Historically, the “tools” used to get answers to questions such as the above have typically been spreadsheets. Yes, many organizations still rely heavily on manual processes for planning—despite recent findings that using spreadsheets for contact center planning wastes 75 percent of administrator efforts, and that upwards of 90 percent of spreadsheets contain data and formula errors. In short, reliance on spreadsheets is a costly practice where contact center forecasting is concerned.

The good news is that automated systems exist today that solve this problem. One such example is Interaction Decisions by Interactive Intelligence. Interaction Decisions is a strategic planning application for long-term analysis and fine-tuning of staffing requirements for contact centers. It was designed to reduce the time, money and errors when planning, reporting on and analyzing the use of contact center resources. Put simply, Interaction Decisions helps contact centers say “adios” to labor-intense and ineffective spreadsheets.  

Interested in learning more about how these automated systems can help your contact center optimize contact center resources and performance to get the right number of agents, in the right place, at the right time to deliver exceptional service? Then don’t miss this webinar, Are Spreadsheets Consuming Your Planning Process?, to be held Oct. 6, 2015, 11:30 a.m. to 12:45 p.m. EDT.

The webinar will feature guest presenter Art Schoeller, Vice President and Principal Analyst at Forrester Research; Ric Kosiba, Vice President, Strategic Planning Solutions for Interactive Intelligence; and Brian Spraetz, Solutions Marketing Manager for Interactive Intelligence. They’ll discuss how using spreadsheets in your planning process wastes effort and produces questionable results. They’ll also highlight how leading edge solutions such as Interaction Decisions are achieving eye-opening results for improving workforce optimization.

This is a unique opportunity to not just hear about what could be a real game-changer for improving operational efficiencies and the customer experience, but also a chance to have your questions answered by subject matter experts.

Edited by Dominick Sorrentino