injixo TechLab: Dissecting the WFM Cycle
In this unique webinar series we dissect the WFM cycle. Delving into the essential phases of workforce management with injixo's experts.
Each 30-minute session is designed to equip you with actionable strategies and an understanding of the powerful features and functionalities that injixo offers.
Whether you're a novice looking to grasp the basics or a seasoned professional aiming to refine your skills, this series promises to provide invaluable insights and best practices to supercharge your call center operations.
TechLab Session One: Forecasting
Forecasting serves as the bedrock of workforce management. Without accurate predictions, aligning staff supply with customer demand becomes a challenge, as the demand remains uncertain. When demand is unclear, efficient workforce scheduling remains out of reach.
Understand the nuances of predicting call volumes, emails, and chats, ensuring you're always a step ahead. With accurate forecasting and scheduling, you ensure that you neither underutilise nor burn out your workforce, leading to cost savings and enhanced productivity. Spoiler: Predicting the future just got easier.
TechLab Session Two: Scheduling
In an ideal scenario, agent supply always matches demand, ensuring optimal service levels. 'Workload fit' measures this alignment, striving for balanced staffing. But, without efficient scheduling, mismatches are frequent. Even if your forecast is super accurate, misaligned schedules render your forecasting efforts fruitless.
Achieve the perfect balance between agent availability and workload demands. Learn how to create efficient schedules that maximise productivity while ensuring superior service levels.
TechLab Session Three: Intraday Management + Analytics
Even when your forecasts are completely accurate and you schedule the right agents with the right skills to meet demand, the truth remains: things don't always unfold as planned. The saying "No plan survives contact with the enemy" aptly captures the unpredictable nature of contact centre planning.
Let’s dive into the power of intraday management, and see how efficiently intraday management handles unexpected volume spikes, absences and schedule adherence challenges. Plus, explore comprehensive analytics that provide actionable insights to improve day-to-day operations.
TechLab Session Four: Employee Engagement
Employees are your most valuable resource. However, disengaged agents often feel demotivated and deliver a poor customer experience. Their absenteeism rates tend to be higher, and there's a greater chance they'll leave the company. Such staff turnover is not only disruptive but also expensive.
Discover strategies to boost morale, reduce attrition, and create a culture of excellence with the help of injixo's engagement tools.