Contact center planning with Interaction Decisions™

Use contact center forecasting to enhance the customer experience.

Organizations are investing millions of dollars to improve the customer experience. They are offering special sales and servicing programs, providing multi-lingual agents, investing in new technologies, and presenting a wider diversity of products and solutions.

These servicing strategies are tied to an unprecedented number of customer contact points – inbound phone/outbound/email/chat/social. Consistent customer service delivery is a serious challenge. So is planning for it.

Interaction Decisions™ is an agent capacity planning and analysis platform designed for contact centers. Based on analytic capability, this robust and flexible call center planning solution optimizes contact center resources and performance in order to get the right number of agents, in the right place, at the right time, to deliver exceptional service. It is strategic planning that helps determine important considerations.

  • How do you know what your call volume will be? And how to manage seasonality?
  • How do you know when you should hire new agents? Or use overtime?
  • What service level standard is most profitable to use for premium customers? And for which skills? In which contact center?
  • How do you deliver consistent service across seasonal peaks and valleys? And at least cost?

Solving for these business challenges is complex. With Interaction Decisions, it will be easier, faster, and more accurate. And your customers will be happier for it.

Analyze for insights

A myriad of variables impact the contact center’s customer service strategy and performance efficiency. Interaction Decisions makes accounting for those variables considerably easier.

With its built-in automated analytic engine, Interaction Decisions can solve even the most complicated staffing and strategic planning problems quickly and with pin-point accuracy. The ability to make a split-second decision is paramount when dealing with today’s more connected customer.

Be ready with Plan A - and prepared for change with Plans B and C

Understand the required service agents needed before a new marketing event takes place. Unparalleled what-if and risk analyses provide supervisors with options for any given change in the operation or business strategy.

Set proper goals

Fine-tune service goals to determine the most profitable or appropriate service standard.

Make an impact with contact center forecasting

Predict all critical planning metrics such as call volume, handle time, attrition rate, wage rate, and first call resolution - from two weeks to multiple years out.

Understand budget and operation performance

Graph the relationship between key performance drivers (call volumes, average handle time) against the expected financial and operational performance (average speed of answer, cost per call, revenue).

Access data

Contact centers generate a wealth of customer interaction data. Service consistency and operational efficiency are the keystones of a high-functioning contact center operation. Those with access to clean, organized, readily-available data win with more timely and accurate business analysis.

At its core, Interaction Decisions has a data mart designed to consolidate data from the ACD, WFM, payroll, email, chat, back office, and casework systems. This data is organized and validated for use in analysis and reporting.

Accessible, single-sourced data

Quickly access historical and planned call volume, staffing, shrinkage, and financial data in one accessible central location.

Consistent calculation methods

Ensure consistent performance metrics by eliminating mismatched data values as a result of different calculation methods used across various technology platforms.

Increased value-added analysis

By significantly reducing the time it takes planners to collect and correct data, Bay Bridge enables analysts to provide additional value-added analysis.

Accurate analysis drives better decisions. Better decisions result in efficient operations, a consistent customer service experience, and increased profitability.

Get new and enhanced features with Interaction Decisions 3.9

Interaction Decisions 3.9 includes new features that help capacity planning analysts create a more efficient contact center, and by doing so - improve the customer experience.

Use email and casework to your advantage

Interaction Decisions 3.9 email and casework features enable management of back-office workload using contact center simulation modeling to predict future staffing outcomes. Users can set timeframe defaults to help calculate scheduling over hours or days instead of shorter intervals – and account for peaks and valleys in staffing.

The methodology used includes “steady state staffing,” which calculates the least amount of agents needed to handle a steady load of emails and casework. The result is a balanced plan that considers both service and occupancy goals.

Users will also benefit by being able to forecast and plan back-office email and casework assignments with improved accuracy

Put customer experience metrics to work to achieve benefits across the board

Use detailed customer experience data to achieve transparency into customer behavior based on seasonal differences. This data can then be used to increase service levels and identify actionable strategies for hiring at each center.

Add up to 10 custom metrics, and import customer feedback data to get a week-over-week view of customer interaction scores – and determine forecasting and training needs.

What’s more, additional data in reports helps support better business decisions and meet individual requests for specialized reporting.

Upgrade to Interaction Decisions 3.9

If you are an existing customer, simply put in a request with support to acquire these enhanced features. New customers can work through their account manager to get started.

Contact center planning can reduce expenses

By developing a service strategy that staffs exactly according to contact center demand, you ensure consistent service quality as well as operational and financial efficiency. An optimized plan not only pays for the agent capacity you need to achieve service level goals – it will also reduce expenses.

Call center capacity planning using accurate requirements

Accurately predict the required number of customer service agents necessary – by week, month, or over a multi-year horizon. This accounts for improved:

  • Multi-skill efficiency
  • Expected average speed of answer
  • Service level goals
  • Abandon rates
  • Occupancy
  • First call resolution
  • Customer satisfaction score
  • Quality score
  • Net Promoter Score (NPS®)

Staff exactly to service level

Interaction Decisions' “just-in-time” hiring and overtime algorithms make sure agents are available exactly when they are needed — not too early or late. Supervisors will know precisely when, where, and how many agents to hire. This accounts for:

  • Seasonal contact volumes
  • Productivity differences across centers
  • Agent learning curves
  • Shrinkage and attrition forecasts

Use controllable shrinkage productively

Vacation, breaks, training, and overtime/undertime can be used to fill gaps in the overall staffing strategy.

Using Interaction Decisions, you can easily leverage these activities to better manage staff requirements, save money, and meet service goals more consistently.

Resources

Executive Summary
How much staff do you need, and how do you know?