4 Tips To Improve Intraday Management In Your Contact Center

Intraday management is a set of activities performed within the course of a day or a contact center shift to manage unplanned events that require immediate action to maintain consistent performance.

Introduction

What is Intraday Management?

Intraday management is a set of activities performed within the course of a day or a contact center shift to manage unplanned events that require immediate action to maintain consistent performance. These include staffing, exception management, change requests and management reporting.

It’s a practice made considerably easier through workforce management software. Dashboards provide visual displays of call center data, providing an instant snapshot of what is happening at every moment throughout the day. With this data managers can make changes before the customer experience can be affected.

Why should you consider Intraday management critical?

Contact center staffing and scheduling will be largely determined by forecasting. Thus, when a forecast is errant, it can seriously affect customer service.

Annual stats, monthly stats, weekly stats, daily stats – all of this information is important for tracking progress on quality assurance and customer satisfaction goals.

But when you review daily stats, you may find situations where a real-time response could have improved customer service, rather than finishing a shift with a staffing issue.

All it takes is a few hours to lose customers.

That’s why it is critical for contact center management to also keep track of key metrics throughout the course of a day.

Planning For the Unexpected

It may sound like an oxymoron, but planning for the unexpected is an important aspect of contact center management.

It’s possible to do because activities that could be classified as unexpected would not be surprising to a manager – breaks, vacations, training sessions, days off. The only aspect of these activities that is unexpected is when they might happen. Planning for them is made much easier by utilizing the intraday management capabilities of a workforce management solution.

The Best Practices listed below will help maximize the capabilities of an intraday management tool.

  1. Reforecast
  2. Optimize Breaks and Lunch On the Fly
  3. Schedule Change and Reminder Alerting
  4. Monitor RTA

1 Reforecast

Refine an inaccurate forecast by taking the cumulative ratio of the current actual-to-forecast amount and project that ratio forward. To illustrate: if the contact center received 25% more calls than expected from 8am to noon, project that ratio forward for the remainder of the shift to align more accurately with what is happening. A higher call volume may necessitate an increase in staffing. The earlier this adjustment can be made, the faster service levels can be restored at the higher call volume.

2 Optimize Breaks and Lunch On the Fly

During the reforecast process it may also be necessary to reschedule breaks and lunches. Once calculations are complete on adequate staffing, re-optimize the original forecast accordingly. This process may also be applied to unscheduled events such as agents calling in sick, or an impromptu human resources meeting. With intraday management a manager can reassign breaks and lunches for available agents so the contact center is never left short-handed.

3 Schedule Change and Reminder Alerting

If you employ intraday scheduling to re-optimize your forecast and events such as agent breaks, you need to let agents know that there has been a change. Email works but is inefficient. It’s preferable to have a WFM solution that will automatically send a pop-up change alert to the screen of everyone that is logged into an agent portal.

4 Monitor RTA

Intraday scheduling can be used to provide status alerts to enforce schedule adherence during a shift. Managers access intelligence on specific calls or trends – perhaps one call is taking longer than it should, or an agent is not in the queue when he or she should be on the phone. Now managers can react to these situations as they occur, rather than at the end of the shift, and send a behavior changing message alert to the agent.

Status alerts do not have to be punitive: they can also provide reminder alerts to agents on specific upcoming activities, so they can be prepared for the transition and make the change on time.

Monet WFM Live

Someone once compared making intraday changes in a contact center to changing a tire on a moving vehicle. However, the process becomes much easier with an automated solution such as Monet WFM Live.

Using a graphical display of agent schedules, a manager can drag and drop breaks, lunches and other exceptions to adjust the contact center schedule as needed. Real-time updates are instantly recorded, and any surpluses or shortages are displayed for any part of the day. When the unexpected occurs, managers will instantly know the best way to react without sacrificing customer service.

Conclusion

Intra-day management allows managers and personnel on the front line to monitor skills and agent performance throughout the day, and make improvements when needed. It is an empowering solution that helps contact centers better meet their service targets. Contact centers that are not managing intra-day run a much higher risk of not achieving service goals.

About Monet Software

Monet Software is a global provider of cloud-based workforce optimization software solutions for contact centers. Monet’s cloud-based solution, Monet WFO Live, is an affordable and easy to use contact center optimization software solution, which includes workforce management, call recording, quality assurance and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet’s WFO platform:

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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