The event was held as part of a cross-industry forum organized by NODA for more than 100 representatives of banks, insurance companies, telecom companies, service companies, microfinance organizations, online retailers, state-run enterprises, and, of course, leading contact centers.
The presentation of Noda WFM 2.0, which was the highlight of the forum, put Russia’s first full-featured WFM solution through its paces. Noda WFM 2.0 is a high-tech product capable of completely and effectively managing labor resources, streamlining how work shifts are planned in the context of a changing world, making prompt and accurate forecasts, and delivering reports on how employees use their time at work.
The live demonstration also took a look at the solution’s new functionality and key features:
Even as they discussed the technical side of things, the NODA specialists giving the presentation also devoted time to the economic effect rolling Noda WFM out has had, especially using the payback period as an example. The minimum payroll savings for projects using the new solution has been 10%, with the payback period for a contact center with 100 operators amounting to less than 12 months from the start of operations.
The guests at the event were introduced to how major companies—GRAN, an outsourcing contact center; Fasten, an international passenger transportation service that includes the Taxi Saturn, RUTAXI, Red-Taxi, and Vezet brands; and Mosenergosbyt—have successfully utilized the solution. Those companies were the first to implement the Russian solution back when it launched in 2016. Per their representatives, their expectations have been exceeded. GRAN was able to boost operator loads by 8%, cutting down on payroll costs and seeing a 15% increase in planning efficiency. Fasten cut costs by 20%, while the Mosenergosbyt contact center reduced their payroll by an estimated 45%.
The forum also took a look at different methodologies for workforce management. The speakers included Oleg Zeldin, the president of the National Association of Contact Centers and the managing partner at Apex Berg Contact Center Consulting. He discussed the key indicators that track WFM process efficiency as well as how to measure them in keeping with international standards.
Commenting on the forum, Andrey Zaytsev, NODA CEO, had this to say: “In total, Noda WFM currently builds the schedules for more than 3000 operators. The product won a Crystal Headset for Product of the Year in 2016, and the GRAN project recently made it to the final round of the European Contact Centre and Customer Service Awards 2017 in the Best Application of Technology category.”