Cost Improvement Programs
Cost Improvement Programs
Workforce Management organizations often are leveraged for establishing baseline metrics within a contact center and validating whether identified cost or metric improvement initiatives have yielded improvements in contact center operations. While 1:1 correlations are not always feasible, changes that are implemented and properly base-lined can be examined by a WFM organization to evaluate whether volumes, handle-time, shrinkage, or occupancy have changed as the result of that activity.
Below is a sample real-life contact rate reduction plan. In this plan, WFM would support validations of various segments.
Executive Summary
Methodology
No Single Cause
Avaya Call Routing & Skills
SL% Challenge, Forecasting and Staffing Models
Quality Control
IVR Audit
Escalation Process
Field Quality
Business Process Audit
Communications
