The future of contact center workforce management
A successful contact center workforce management discipline is powered by three key interdependent functions.
Consilium has partnered with AWS to help customers leverage Amazon Connect Forecasting, Capacity Planning and Scheduling to drive optimizations and efficiencies across these key responsibilities.
The challenge
For the past 30 years, legacy workforce management platforms have been unsuccessful in managing all aspects of contact center workforce management. Even today, the majority of companies and organizations have entire teams dedicated to forecasting and capacity planning using external tools.
Traditional workforce management platforms require expensive and time-consuming implementations and integration. And, incumbent providers are still living in an antiquated world of multi-year contractual agreements based on archaic user-based licensing.
The world has changed
Amazon Connect Forecasting, Capacity Planning and Scheduling harnesses the power of AWS machine learning. Companies and organizations are able to enhance customer experiences by improving schedule effectiveness based on dramatic improvements to forecast accuracy.
Forecasting models automatically ingest historical data and re-forecasts interval contact volume and AHT (average handle time) using advanced machine learning models, on a daily basis.
Consistent with all AWS services, you only pay for what you use. The days of lengthy multi-year contractual agreements and antiquated licensing models are over.
How Consilium helped
Using Amazon Connect Forecasting, we’ve been able to improve the accuracy and completely automate contact volume forecasts across both voice and messaging for a global manufacturer of outdoor entertainment products.
This industry-leading customer saw a 25% increase in forecast accuracy
Forecasting
By leveraging Amazon Connect Capacity Planning, we were able to optimize contact center staffing for a disruptive on-demand delivery startup by eliminating costly inefficiencies in hiring seasonal support.
Optimizing seasonal hiring has reduced staffing costs by more than $750K, in the first year alone.
Capacity Planning
Scheduling
Managing a global network of outsourced contact center partners requires a high level of coordination, communication and collaboration.
We were able to help an international retailer of premium home products simplify and optimize the scheduling of thousands of contact center agents within a single unified platform.
We’re able to help customers leverage real-time, historical and forward-looking Amazon Connect data to power actionable insights.
By leveraging Amazon Connect APIs, JSON-based CTR records and forecasts produced by Amazon Connect Forecasting, customers know; what has happened, what is happening and what should happen, in a single dashboard - Amazon QuickSight example below.
Analytics
Value delivered
By leveraging Amazon Connect Forecasting, Capacity Planning and Scheduling, we’ve been able to simplify and optimize the workforce management functions for a wide variety of customers across a vast array of industries.
“When it comes to workforce management, I’ve spent my entire career crossing my fingers.
Are forecasts accurate? Do we have the right number of people in the right spots? Are we going to meet the demands of our peak season?
With Consilium and Amazon Connect, I no longer wonder. We went from hoping we were prepared - to knowing we were.”
— Corey Savory-Venzke, VP of Customer Experience, Traeger Grills
Forecast Accuracy
+25%
Cost Savings
~$750K
How can we help?
Let’s talk about how we might be able to help optimize, simplify and automate your workforce management functions using Amazon Connect Forecasting, Capacity Planning and Scheduling.
