We began by helping our client identify drivers for leveraging data to determine what it costs to service its customers:

• First, they needed to overlay resource and GL costs to calculate the true cost of running their contact center
• Second, they needed to combine their demand forecasts, capacity plans, and team costs to optimize forecasted case and call allocations
• Third, they would need to leverage in-memory calculations and reporting to distribute plans across the organization

Keyrus worked closely with this organization to understand how they could ultimately maximize the organization’s CLTV by pushing costs-to-serve down.B

y incorporating team-level payroll information and general ledger (GL) data, the Keyrus Contact Center Planning Solution enabled the organization to track team efficiency by calculating a cost per activity or per interaction. This visibility can drive allocation decisions and helps managers hold their teams accountable.

The Anaplan contact center planning model leverages in-memory calculations that analyze actual demand and capacity, recalculate employee and team utilization, reconcile future workforce plans, and distribute these plans across the organization.

These plans are incorporated throughout the organization in user-friendly pages to be leveraged by the reviewing team so they may view performance metrics, adjust headcount, and adjust differing levels of contact center workforce planning scenarios.