There is an anecdote in Steven Covey’s book The 7 Habits of Highly Effective People that would apply to many call center managers.
It’s about two lumberjacks working side by side, both trying to cut down massive trees with dull saws. Finally, one of them decides to stop and get his saw sharpened, and returns an hour later to finish the job. Now that he has discovered how much easier the work has become, he encourages his coworker to follow his example. But the other lumberjack replies that his job is taking so long that he doesn’t have time to stop and sharpen his saw.
The takeaways here are obvious: It’s always better when work can be completed faster, and those who never change their work regimen will never see improved results.
This is, sadly, a common occurrence at busy call centers, where managers spend so much time calculating daily forecasts and schedules, dealing with staffing issues and trying to track agent adherence that there are not enough hours in the day to explore how these inefficient systems can be upgraded.
The WFM Difference
Sooner or later, however, most managers realize at last that changes are necessary. And when they do they can look to workforce management to sharpen their collective call center saw, so all of their work can be completed faster and with more accuracy.
In the area of management discipline, WFM addresses:
- Intraday Reviews, Adherence and Exception Management
- Forecasting and Scheduling Best Practices
- Quality management and Performance Management Coaching, Training and Role Playing
In the area of process design and improvement, WFM helps with:
- Call Handling Analysis
- Benchmark Analysis
- Activity Summaries and Details
- Work Standards
- Quality Form Review and Feedback
- Evaluation of Coaching Techniques and Calibration
- Staff Flexibility
That’s a lot of change from just one solution. And when WFM is delivered in the cloud, it can be implemented without a large upfront cost. That makes efficiency more cost-effective as well.
Tired of sawing with a dull saw? Find out more about Monet WFM Live