WORKFORCE ENGAGEMENT MANAGEMENT
Workforce engagement management is the art and science of managing the planning cycle, helping businesses to handle the complexities of demand and supply and factoring in what makes them unique.
Imagine a room full of 250 people, all answering the phone, replying to emails, handling tweets, chats, faxes, Facebook DMs and WhatsApp threads for people calling the bank or website they work for.
All those people have different working hours, different lunch breaks, different skills, different levels of training, different languages. It gets complicated! Most companies need to handle this somehow, whether or not they sell things, service gas meters, handle items of post, fix computers or take orders for food.
CUSTOMER ENQUIRIES
Everyone needs to answer their customers’ enquiries, and most companies want to do this really well, so people buy more things from them again next time.
Some companies don’t want to be better – they just want to be cost-efficient. That’s ok, too.
Some companies want both – they want to offer a better service to their customers with fewer resources! Impossible? Not necessarily, if you plan and execute things carefully enough.
THE PLANNING CYCLE
The planning cycle is the term most commonly used for how businesses try to manage this work and achieve their goals.
1 | FORECASTING
How many people will call us? How many people will tweet at us? When will it change? Why? How many people should we expect to be on holiday? Capture, record & publish.
2 | SCHEDULING
When should everyone work? Does the forecast tell us it will be a busy weekend for some reason? How many extra people do we need? Where will they come from?
3 | REAL-TIME MANAGING
When the time comes, we watch! Is our forecast accurate, or are we busier or quieter? Are more people off sick than we expected? What can we do about this?
4 | REPORTING
After the day, what was it like? What did we get right? Where did we fail? How can we do better? Once these questions are answered – go back to the start.
THE PLANNING CYCLE
The planning cycle is the term most commonly used for how businesses try to manage this work and achieve their goals.
1 | FORECASTING
How many people will call us? How many people will tweet at us? When will it change? Why? How many people should we expect to be on holiday? Capture, record & publish.
2 | SCHEDULING
When should everyone work? Does the forecast tell us it will be a busy weekend for some reason? How many extra people do we need? Where will they come from?
3 | REAL-TIME MANAGING
When the time comes, we watch! Is our forecast accurate, or are we busier or quieter? Are more people off sick than we expected? What can we do about this?
4 | REPORTING
After the day, what was it like? What did we get right? Where did we fail? How can we do better? Once these questions are answered – go back to the start.
OUR PROCESS
We are a workforce optimisation business that supports medium-sized contact centres to get the most out of their workforce.
1 | ANALYSE
We analyse the contact centre and sizing it up correctly. Looking at growth opportunities and finding efficiencies whilst also providing better ways to engage the workforce.
2 | SUPPORT
We support their workforce technology by either helping them to choose a suitable system, training their current teams on how to use their existing systems or diagnosing the current system set up and finding better ways to use it.
3 | OUTSOURCE PLANNING
We become their outsourced planning team that will take the headache away from having to worry about if they have enough people to meet the demands of their customers.
WE CAN HELP
We can help with everything here. We have over 22 years of experience working with companies doing all this as well as can be. There aren’t many challenges we haven’t faced, and together we have worked out how to deal with them. Whether you are an expert user who wants to get bang up to date, a company new to this who have no idea where to start, or somewhere in between, AvocadOptimize might just be able to help you!
WE CAN HELP
We can help with everything here. We have over 22 years of experience working with companies doing all this as well as can be. There aren’t many challenges we haven’t faced, and together we have worked out how to deal with them. Whether you are an expert user who wants to get bang up to date, a company new to this who have no idea where to start, or somewhere in between, AvocadOptimize might just be able to help you!