Contact Center Workforce Management

Industry research touches upon the role of customer service agents in delivering service and support via the channel of the contact center, it should be noted that most organizations utilize their contact center agents for multiple roles and across multiple channels. There are minor distinctions in the workforce management allocation strategies between the Best-in-Class and all others, therefore the following results around workforce
responsibilities are fairly reflective of the entire survey population.

Service channels: Only 21% of the Best-in-Class indicate that their service agents are dedicated to voice-based service channels with 61% indicating that their agents are engaged to deliver support across multiple channels. In the next 12 months, 61% indicate the increasing focus on having agents deliver support across multiple channels.

Cross functional: 50% of the Best-in-Class indicate that contact center agents are dedicated to service with the other 50% indicating agents being used across functions such as sales and marketing. In the next 12 months, 43% of the Best-in-Class see increasing cross-functional use
for their contact center agents.

Product alignment: In this area, 43% of the Best-in-Class report having agents service all product lines with no specialty or dedication when compared to 26% of all other organizations. These other organizations prefer having agents dedicated to specific product lines.

Outsourced agents: The Best-in-Class indicate that 13% of all incoming calls are eventually handled by outsourced contact center agents and only 19% indicate that this proportion will increase in the next 12 months. Organizations that indicated that all their calls were taken by outsourced agents reported a 76% first-call resolution performance and a minimal decrease in support costs over the previous 12 months.

At-home agents: At this stage only 7% of calls are handled by at-home agents for Best-in-Class organizations, though 21% report the increasing use of these agents in the next 12 months.
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