This week Fifth Quadrant held Workforce Management and Quality Management Network Groups in Sydney and Melbourne. Thank you to IAG in Sydney and Suncorp in Melbourne for hosting the events for us. In Sydney, Matt McPherson, Senior Manager Workforce Planning & Optimisation at IAG spoke about the transformation of their Workforce Management team and the investment IAG has made in restructuring and training their team in best practice Workforce Management.
One of the things that was very evident in the Networking groups is that Workforce Planning has evolved over the years and planners are no longer involved in just inbound contact centre Workforce Planning but also multichannel (inbound, outbound, email, webchat), branches, back office and even retail. Although traditional Workforce Management skills are still required, other skills such as the ability to communicate and present well are equally important as Workforce Planners need to influence a larger group of stakeholders than ever before. The profile of Workforce Planners within organisations has risen and there is a lot more buy in from the top down about the importance of their contribution.
In 2012 Workforce Management and Quality should be working more closely together as these teams can each provide a wealth of knowledge for the other on what trends they are seeing and why. If Workforce Planners notice an increase in AHT, the Quality Analysts can give the insight into why this is happening and the teams can work together to look at options to reduce it.Workforce Management is the key to providing an efficient service and Quality Assurance is the key to being effective.
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