Workforce Management for Multi-Channel Centers

A big challenge in forecasting for a multi-channel contact center is the absence of meaningful historical data for non-phone contacts and back-office activity.

• Workforce Management for Multi-Channel Centers
• Performing a Time Trial Study
• Improving Forecasting and Staffing Models
• Digital Channels and Multi-Channel Forecasting

It becomes very difficult to produce an accurate forecast when there is no reporting available to show patterns of what has happened in the past. Digital channels such as social media, messaging, and other non-voice interactions can be particularly challenging because the available data may not always provide the level of detail needed for workforce planning.

Measuring handle times is often one of the most difficult parts. Simply asking the person handling the work, "How long does it take?" may result in estimates that do not accurately reflect the actual length of the activity. A process I have used to help address this is a Time Trial Study. In this method, an agent and an observer measure activities that are not otherwise captured by existing systems or workforce management tools.

Workforce Management for Multi-Channel Centers

A Time Trial Study can provide valuable information for workforce management teams when historical data is limited or unavailable. The process helps establish realistic benchmarks that can later be incorporated into forecasting, staffing, and scheduling.

The first step is getting prepared and organized. It's important to involve the agents who are being observed in the planning process and to formally schedule the time when activities will be measured. When agents are brought in as partners in the project, it helps reduce the defensiveness that can sometimes follow an exercise like this.

Performing a Time Trial Study

The data collection process should establish how activities are measured, how much data needs to be captured, and how results will be evaluated. Using a buddy system can help significantly. The results are less biased, and two observers can capture a larger sample size within a relatively short period.

A Time Trial Study can often be completed over approximately four weeks: one week to prepare, two weeks to collect data, and a final week to analyze the results and prepare a report.

Complex work types that have no consistent averages, such as certain back-office and IT activities, may require a slightly different approach. It is also important to identify unexpected factors that may affect the results. For example, during one Time Trial Study, an agent's system was running so slowly that it was initially impossible to capture reliable information. After reviewing the workstation, several unnecessary applications and browser windows running in the background were discovered. Once they were closed, system performance improved and the study could continue.

Time Trial Studies can shed light on operational behaviors and inefficiencies that may otherwise go unnoticed in a contact center. More importantly, the results can be converted into meaningful metrics that can then be applied to forecasts and schedules.

Improving Forecasting and Staffing Models

One of the most interesting results from an exercise like this is seeing how often agents are interrupted during their normal workday. These interruptions can come from internal messages, phone calls, questions from coworkers, or other unexpected activities.

When these interruptions are captured as part of shrinkage, utilization, or occupancy calculations, organizations may be surprised at how much more accurate their staffing models can become.

Accurate workforce planning is especially important when organizations manage multiple types of customer interactions. Voice calls, email, chat, messaging, social media, and back-office activities can each have different arrival patterns and handling requirements. Understanding those differences allows workforce managers to develop more realistic forecasts and better allocate resources.

Digital Channels and Multi-Channel Forecasting

Digital customer interactions have become an established part of modern customer service operations. The challenge for workforce management teams is integrating these channels into forecasting and scheduling models alongside traditional voice interactions.

When historical information is limited, organizations may need to rely on structured observation, representative samples, and Time Trial Studies to capture the information required for effective workforce planning. Over time, this data can create a stronger historical baseline and help organizations better understand how demand changes across different customer channels.

The goal is to create a planning culture in which workforce decisions are supported by measurable data rather than assumptions. Time Trial Studies remain a practical way to establish that baseline when traditional reporting systems do not provide all the information needed.

Learn more about Call Center Services International and our approach to building and managing high-performance contact center operations.