Workforce Management’s Change Imperative
Visionary white paper by DMG Consulting calls for revolutionary workforce model changes.
ATLANTA, GA (March 23, 2017) – Intradiem, the leading provider of Intraday Automation solutions to contact centers, back-office and retail frontline workforces, today announced its support for DMG Consulting’s groundbreaking white paper, “NewGen WFM: The Future of Contact Center Forecasting and Scheduling.”
“We are excited to support the work that DMG is doing to lead important changes in how frontline workforces are managed to better meet the needs of employees, employers and their customers,” said Matt McConnell, CEO, Intradiem.
As companies struggle to find a way to adapt to new staffing challenges spurred by the millennial workforce, DMG Consulting introduces a radically different workforce management operating model where agent flexibility and choice drive decision making. DMG points to an emerging market shift where the balance of power between employers and employees is equalizing, and companies who fail to meet agent demand will fall further behind in the battle to deliver extraordinary customer experiences.
Donna Fluss, President of DMG Consulting and author of the white paper explains, “No one is truly happy with the current state of WFM solutions and best practices. This dissatisfaction is evident in the negative feedback and high agent attrition rates that have always plagued contact centers. NewGen WFM is the revolutionary change needed to resolve these age-old issues.”
In particular, Fluss challenges the traditional staffing model that relies on inflexible fixed shift paradigms, which is undesirable to the new era of workers that value choice. Instead, she envisions a new model where real-time demand meets real-time supply, and agent flexibility, self-service and mobile-enabled applications are the driving forces behind an empowered and engaged workforce. Intraday management technology that responds to real-time changes in demand and availability is key to the success of DMG’s new contact center WFM model.
“This paper calls for an important change that we strongly advocate. Using rigid, silo-ed staffing approaches to serve dynamic customers has resulted in chronic employee attrition, globally dissatisfied customers and low employee utilization. It is 2016! It’s time for frontline workforces to be just as dynamic as the customers they serve,” said McConnell. “As the leader in Intraday Automation with some of the world’s biggest brands using our technology to enable hundreds of thousands of contact center agents, retail store associates and back office employees to dynamically serve their customers, we are delighted to support DMG’s vision. Donna is right on the mark.”
About DMG Consulting LLC
DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.
Intradiem is the only contact center automation solution that dramatically increases efficiency while improving both agent engagement and the customer experience. Intradiem’s powerful technology acts as an automated manager for call center agents with rules that are triggered in real-time by actual service level conditions. The result is increased productivity and a highly measurable return on investment, with typically a 2x payback in the first year and a 3-5x return in subsequent years. Intradiem is powering over 1.1 billion automated actions annually and has saved its customers over $140 million in the past 2 years, all while improving agent engagement and the end-customer experience.