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Piloting your way through complex WFM data

Intraday Management, Savings and Efficiency

complex WFM dataWell, spring is coming to Sweden. The days are growing longer and birds are filling the sky. For those who don’t know me, I fly gliders; that is, airplanes without an engine (gas is way too expensive). It’s a great pastime and to soar across hundreds of kilometers of Swedish landscape like a big plastic eagle is hugely enjoyable. Go check out your nearest gliding club!

Anyway, when I fly, I have a fair number of things to think about. What I focus on at any given time depends on the situation. At start or landing, I tend to look for things on the ground as I want to avoid hitting them but at 1,000 meters, I don’t really care. If I am racing, I tend to look for which route will give me the best lift but if I am flying with someone on their first flight, I tend to pick a route which is quite gentle and not going to result in the use of the plastic bag we always carry with us. I don’t want all the hundreds of pieces of information I could have; just the three or four that will let me quickly make a choice and which helps me with the important business of keeping the green bit below the blue bit.

Similarly, the modern contact center has literally hundreds of thousands of pieces of WFM information available to resource managers. It’s tempting to collect all of this information and throw it at users but does this let them run the business effectively and achieve the goals established? It depends on the situation!

I recently visited a business process outsourcing (BPO) company in Sweden. Each resource manager had three screens with many windows open. Heads were swiveling rapidly as one piece of information was analyzed with another in order to draw a conclusion about a line of action to take. I got tired just watching.

The modern contact center is growing in scope and complexity of tasks expected. This now means that a resource manager is expected to work with a huge range of issues. Decision and actions must take place quickly and need to be made with confidence. WFM vendors are constantly figuring out ways of how they can help with this challenge. We at Teleopti are constantly looking to recruit developers with experience in developing good user interfaces.

Last year, we added more user-configurable filters in several of our views and this month we’ve added more enhancements to real-time-adherence (RTA) information. At the touch of a single switch, a resource manager can quickly see who is not adhering and, with another touch of a switch, an overview of operations is given as well as who is working on what. This can then be combined with multiple text filters. Huge data sets can quickly be reduced to something manageable, then prioritized and sized for a given situation. This then allows managers to focus on achieving business goals rather than spend time trying to understand what is happening. This delivers better results with less effort!

Whilst we have improved several interfaces, there are other areas we could improve. Which ones do you find the hardest to use? If less information were presented, would that be better? Could we show data in a different format, such as a graph, in red or as a notification? Let me know your thoughts via: product@teleopti.com.

And remember…blue side up, green side down; happy landing!

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