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ICMI 2010 Workforce Management Practices Report
International Customer Management Institute (ICMI), June 2010, Pages: 39
Effective workforce management (WFM) involves the totality of forecasting, staffing, scheduling, and making adjustments in real time when unexpected changes occur. The objective is to get the right number of people in the right places at the right times, doing the right things. No more, no fewer -- overstaff your center and profitability will deteriorate as costs increase; schedule too few agents and customers will abandon, handling times will increase and poor word of mouth will put your brand at risk.
In March/April of 2010 ICMI conducted its largest research study yet on workforce management. Participating in the study were 545 call center professionals -- representing a wide range of industries and geographic regions -- who shared their centers’ forecasting and scheduling practices, allowing us to evaluate and offer insight on how centers embrace workforce management technology and tools today, and to examine the various staffing strategies employed to manage a dynamic workload, including:
- Forecasting and Scheduling Practices
- Key Forecasting Practices and Strategies
- Forecasting for Email and Chat
- Use of WFM Technologies and Tools
- WFM System Purchasing Process
- WFM System Features and Functions
- Workforce Management Training
- Staffing/Scheduling Practices and Alternatives
- Permanent Part-Time Agents
- Seasonal Agents
- Outsourcing
- Alternative Full-Time Schedules
- Reserve Teams
- Home Agents
- Staff-Sharing Initiatives
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