Your day starts fairly quiet, and then all hell breaks loose. A tornado has knocked out power to one of your main call centers and there is a need to shift additional traffic to your center. You scramble to figure out how to add capacity. A multitude of questions enter your head as you scramble to respond including:
Are there agents scheduled for training that you could reschedule ?
Are there agents nearing the end of their shift that you could ask to stay longer
Are their agents not scheduled to work today that you could call in?
How much overtime have these agents already worked ?
Are their seniority rules I need to adhere to when contacting agents ?
Which agents are closest to your call center?
Which agents have responded positively to recent requests for extra hours?
Which of the available agents have the best performance metrics?
You ask someone from the performance management team if they can help you sort through all for these options, but he has his own problem to deal with. His performance monitoring screen is quickly turning yellow orange and red, as agents take longer breaks and extended ACW as they spend time trying to figure out how bad the tornado is and if it is going to affect them. These exceptions need to be quickly analyzed to determine which agents and/or supervisors should be spoken to.
Wouldn’t it be great if you actually had tools that could automatically help you optimize your intraday staffing actions, and could automatically analyze performance metrics and help you figure out what information needs to be communicated to what people?
Fortunately auto-optimization tools like this do exist and are being used today to help workforce administrators address intraday issues faster, better and more easily than though traditional processes. WorkFlex Manager auto-optimizes the entire intraday staffing process including monitoring, analyzing, agent communication and schedule adjustment; WorkFlex Alert auto-optimizes intraday performance management by continually monitoring, real-time analysis and flexible communication to agents and/or supervisors.
WorkFlex provides a comprehensive coverage of the typical repetitive tasks that are performed by Intraday Administrators.
To learn more about WorkFlex auto-automation products, to request product brochures or to schedule a demonstration please visit our web-site atwww.workflexsolutions.com. About the Gartner Cool Vendor Selection Process: Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Gartner listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to identify interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Each year, Gartner identifies a Cool Vendor as a company that offers technologies or solutions that are: innovative—enabling users to do things they couldn’t do before; impactful—have, or will have, business impact (not just technology for the sake of technology); and intriguing— have caught our interest or curiosity in approximately the past six months.