We requested our readers ‘How Are Digital Channels Managed With Your WFM Answer?’ This text appears to be like on the responses of 224 contact centre professionals.
The outcomes have been taken from the Workforce Administration Chapter of our ‘What Contact Centres Are Doing Proper Now’ 2021 survey report, which was sponsored by NICE.
How Are Digital Channels Managed With Your WFM Answer?
How digital channels are managed with WFM options – outcomes:
| Channel Administration | Share |
|---|---|
| Manually Forecast for Digital Channels | 50.0% |
| Set Channels as a Talent for Forecast and Schedule Actions | 30.0% |
| Use the Similar Common Deal with Time (AHT) Throughout Completely different Forms of Chat or Social Media | 21.4% |
| Block Schedule for Particular Digital Channels | 15.7% |
| Set Concurrency Limits By Channel and by Agent | 10.7% |
Half of Contact Centres Manually Forecast Digital Channels
50.0% of contact centres manually create forecasts for digital channels. That is regardless of channels resembling stay chat and messaging being notoriously tough to plan for.
Why? Effectively, having advisors handle a number of conversations directly provides one other layer of complexity to the planner’s job.
To beat this problem, 10.7% of operations set concurrency limits by channel and advisor.
Different shortcuts that planners use to plan for digital channels embody utilizing the identical AHT throughout various kinds of chat or social media (21.4%) and block scheduling for particular channels (15.7%).
Whereas these methods can simplify the planner’s job, every also can decrease planning effectivity.
This survey was finished in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.
