In the contact center industry, workforce management is both an art and a science – kind of like baseball. Statistics matter and so does the human ability to “read the play.” Collaboration between client and outsourcer (like an owner and team manager in Major League Baseball) is key to setting your team up for success. In this presentation, we explore the key milestones to creating the best strategy to produce a winning season for your customer service call center team.

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2012 2013 2014
Good historical data is key to your game plan. Look for
patterns in the data to inform future performance.
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The forecast is a critical factor in setting up for success. Go
deep with input from tech, marketing, and sales teams.
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AHT
FCR
ABANDONS
Good service level
measurements
Customer service
goals
Align your contact center KPIs to your customer experience
goals. Prioritizing AHT requires a different staffing
strategy than emphasizing first call resolution, for
example.
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Service level, FTE count, and cost are inextricably linked. A
good partner can help you analyze the value of different
service levels and provide options.
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80/20
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There are peaks and valleys to call volume. Look to
underlying data to determine what is really trending
versus what is anomalous so your game plan is rooted in
“most likely” scenarios.
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Transparency through interval forecasting and reporting is
good for everybody. We don’t mind you watching our team
play...
FORECAST
MONDAY
MARCH 4
9 : 30 AM
TO
10:00 AM
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Technology helps us create scouting reports on Agents and
Call Behavior but it's the people who can make “the reads”
to adjust a game plan in real time that pull off the big
wins.
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If there’s an unexpected bout of the flu making it around
the center, you’ll benefit by having a pool of cross-trained
people available.
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Don’t fall into “paralysis by analysis.”
The next call still needs to be answered.
RING
RING RING
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All of us on the Call Center Workforce Management (WFM)
team at Blue Ocean Contact Centers share a common
passion for baseball and statistics. You could ask the
chicken or egg question: do we love baseball because we
love statistics? Or do we love statistics because we love
baseball? Either way, a talent for predictive pattern
analysis works as well in managing outsourced call center
resources to meet service level as it can in managing a ball
team.

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Read our blog post
http://www.blueocean.ca/the-art-of-
winning-the-call-center-workforce-
management-game/
Talk to one of our experts right now
http://www.blueocean.ca/contact-us/
pricing-request/