Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
The Northridge Group’s approach utilizes capacity planning models to optimize staffing.
Our capacity planning models can convert forecasts for volume, Average Handle Time (AHT), and shrinkage into the required number of full-time equivalents (FTE’s) needed to handle a Contact Center’s workload, allowing managers to predict staffing excesses and deficits.
Managers can proactively plan to ensure the right number of people are available at all times by using existing Workforce Management functions— such as short-term forecasting, scheduling, and real-time management in conjunction with a well-grounded capacity planning model. The resources and continual cadence that a workforce management department invests in building out this process will pay off in upcoming years.
The Northridge Group helps clients improve their Workforce Management capacity plans with these best practices:
- Assuring collaboration between Workforce Management and Operations teams
- Monthly reforecasting
- Realistic forecasting using trends and not goals
- Accounting for shrinkage and attrition
Although there are many challenges to consider, staffing for success can best be accomplished with a capacity planning model that allows for proactive and accurate forecasting of staffing needs.
We offer Contact Center capacity planning services such as:
Design and implementation support for long-term capacity planning
Capacity planning tool audit, development and/or cadence
WFM as a service
Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise
The client was challenged by highly variable work volumes, complex client-specific service requirements, regulatory pressures, and significant industry transformation. Contact center performance was inconsistent, resulting in inefficiencies and increased costs.
The Northridge Group helps clients strike a balance in capacity planning.
Contact Center managers continuously face the difficult challenges of balancing too much vs. too little capacity and anticipating the budget implications that will result from their forecasting decisions. While capacity planning is difficult, it is essential for meeting current and future business needs. We can help!
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...