Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

At a Glance

Dynamic Workforce Management
Blends agents to deal with inbound spikes
Dynamic Workforce Management
Balances work load, across all media channels
Dynamic Workforce Management
360 degree view of all relevant factors
Dynamic Workforce Management
Enables best use of agent/ supervisor time

About Dynamic Workforce Management

Softdial Contact Center™ (SCC) automatically blends agents across inbound/ outbound work and balances the work load of customer contact sessions, across all media channels.

This dynamic workforce management addresses two priorities of every customer-facing organisation:

  1. minimising the time customers spend waiting to be served
  2. minimising the time agents spend waiting for work.

Addressing a complex challenge

Back when ‘contact centers’ were ‘call centers’, and agents handled one voice call at a time, this balance was maintained by automated call blending – having agents do outbound work, moving them over to inbound when demand spiked, and moving them back again when demand decreased.

With the rise in expectation for contact across all media channels – voice, email, chat, social, etc – the software challenge is much more complex. As well as having to balance inbound/ outbound workloads, the software must also balance across different media channels with very different performance measurement points. For instance, chat SLAs may govern both initial response time and time taken to send a message to a customer while chatting.

To successfully balance priorities in this environment, software must respond to a variety of demands. For example:

  • Bringing in chat agents to handle voice sessions during peak periods
  • The trade-offs to be made on between voice and chat SLAs
  • Balancing multiple queues across many different projects
  • Multi-disciplinary agents with different skills across lots of workloads
  • Some agents will be better than others at handling multiple sessions.

 

The Automatic Session Distributor (ASD®)

To address these challenges, right at the core of the Sytel solution is an engine that manages dynamic workforce management in real-time: the Automatic Session Distributor (ASD®). The ASD® is the multi-media/ multi-session extension to the traditional call center ACD.

Blending and balancing work load

SCC automatically blends agents across inbound/ outbound work and the ASD load-balances customer contact sessions across all media channels.

1. Agent blending

SCC automatically moves agents to cope with any spikes in inbound demand on any media channel, without reducing performance in any other workloads.

But wouldn’t taking agents off an outbound voice campaign cause a spike in abandoned calls?

No, because SCC’s dialing algorithm takes account of all campaign conditions including agent numbers. It automatically and instantaneously adjusts the dialing rate accordingly, so that outbound predictive dialing performance is not compromised.

2. Balancing work load, across all media channels

The ASD automatically assigns contact sessions to agents with the most appropriate skillsets, or even previous interaction with the customer, and capacity within their personal workload to handle them.

During slack periods of inbound activity, agents can be kept busy with less time-critical work, e.g. email. At peak times, they can be moved up the value chain in response to demand, and back again when demand allows.

Automatic ‘best-available’ decisions

SCC’s dynamic workforce management allows real-time, ‘best-available’ decisions by:

  • transforming all sessions into an equivalent format, so that all sessions can be distributed, analysed and worked on using the same mechanisms
  • having central, 360 degree, real-time access to data on all activities and resources within the system – agent skills, sessions in progress, identity of caller, SLA targets, wait times, etc.

 

Improving performance across the organisation

Dynamic workforce management improves performance for customers, agents and supervisors by:

  • reducing the time any customer has to wait in a queue by automatically moving agents where possible to handle the load
  • automatically minimising agent idle time, with the scope for productivity improvements of 20% or more
  • automatically adhering to any and all SLAs, protecting organisational reputation and keeping customers happy by not keeping them waiting
  • making the best use of supervisor time and skills. The supervisor simply ensures that SSC knows what skills agents have, sets appropriate SLAs per queue, and can focus on getting the best from their agents, not the technology.
  • making ‘best-available’ decisions far more efficiently and accurately than any supervisor, so human error is minimised if not eliminated altogether
  • allowing organisations to rethink their legacy WFM systems. The ASD® provides workforce planning outputs that allow you to plan staffing, but will also manage the media landscape in real-time to ensure 100% occupancy, regardless of peaks and troughs in call, chat and email volumes.
  • enabling organisations to be more agile and flexible, adding channels and workflows without worrying about detrimental effects to existing work.

 

Learn more about the agent perspective of dynamic workforce management in the blended media desktop.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

all media channels

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app