Techniques for workforce management in a contact center system

Abstract

Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising determining a number of agents; determining a first expected performance of using a choice-based pairing strategy in a contact center system based on the number of agents; changing the number of agents by a first amount; determining a second expected performance of using the choice-based pairing strategy in the contact center system based on the changed number of agents; determining a difference between the second expected performance and the first expected performance; and outputting a change in target agent staffing levels based on the difference.

1 . A method comprising:
 determining a number of agents;   determining a first expected performance of using a choice-based pairing strategy in a contact center system based on the number of agents;   changing the number of agents by a first amount;   determining a second expected performance of using the choice-based pairing strategy in the contact center system based on the changed number of agents;   determining a difference between the second expected performance and the first expected performance; and   outputting a change in target agent staffing levels based on the difference.   
     
     
         2 . The method of  claim 1 , wherein the first expected performance and the second expected performance are based on at least one of revenue or costs. 
     
     
         3 . The method of  claim 1 , wherein the first expected performance and the second expected performance are based on customer satisfaction. 
     
     
         4 . The method of  claim 1 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         5 . The method of  claim 1 , wherein the changing increases the number of agents. 
     
     
         6 . The method of  claim 1 , wherein the changing decreases the number of agents. 
     
     
         7 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to:   determine a number of agents;   determine a first expected performance of using a choice-based pairing strategy in a contact center system based on the number of agents;   change the number of agents by a first amount;   determine a second expected performance of using the choice-based pairing strategy in the contact center system based on the changed number of agents;   determine a difference between the second expected performance and the first expected performance; and   output a change in target agent staffing levels based on the difference.   
     
     
         8 . The system of  claim 7 , wherein the first expected performance and the second expected performance are based on at least one of revenue or costs. 
     
     
         9 . The system of  claim 7 , wherein the first expected performance and the second expected performance are based on customer satisfaction. 
     
     
         10 . The system of  claim 7 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         11 . The system of  claim 7 , wherein the system is configured to change the number of agents by the first amount by increasing the number of agents by the first amount. 
     
     
         12 . The system of  claim 7 , wherein the system is configured to change the number of agents by the first amount by decreasing the number of agents by the first amount. 
     
     
         13 . A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to perform a process that comprises:
 determining a number of agents;   determining a first expected performance of using a choice-based pairing strategy in a contact center system based on the number of agents;   changing the number of agents by a first amount;   determining a second expected performance of using the choice-based pairing strategy in the contact center system based on the changed number of agents;   determining a difference between the second expected performance and the first expected performance; and   outputting a change in target agent staffing levels based on the difference.   
     
     
         14 . The computer program product of  claim 13 , wherein the first expected performance and the second expected performance are based on at least one of revenue or costs. 
     
     
         15 . The computer program product of  claim 13 , wherein the first expected performance and the second expected performance are based on customer satisfaction. 
     
     
         16 . The computer program product of  claim 13 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         17 . The computer program product of  claim 13 , wherein the changing increases the number of agents. 
     
     
         18 . The computer program product of  claim 13 , wherein the changing decreases the number of agents. 
     
     
         19 . A method comprising:
 determining a function describing an expected performance of a contact center system staffed with a variable number of agents and using a choice-based pairing strategy;   determining a net benefit or cost based on the function and on a value based on a cost of an agent; and   outputting a change in target agent staffing level based on the determining.   
     
     
         20 . The method of  claim 19 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         21 . The method of  claim 19 , wherein the net benefit or cost is based on at least one of revenue and costs. 
     
     
         22 . The method of  claim 21 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L2 environment. 
     
     
         23 . The method of  claim 19 , wherein the net benefit or cost is based on customer satisfaction. 
     
     
         24 . The method of  claim 23 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L1 environment. 
     
     
         25 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to:   determine a function describing an expected performance of a contact center system staffed with a variable number of agents and using a choice-based pairing strategy;   determine a net benefit or cost based on the function and on a value based on a cost of an agent; and   output a change in target agent staffing level based on the determining.   
     
     
         26 . The system of  claim 25 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         27 . The system of  claim 25 , wherein the net benefit or cost is based on at least one of revenue and costs. 
     
     
         28 . The system of  claim 27 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L2 environment. 
     
     
         29 . The system of  claim 25 , wherein the net benefit or cost is based on customer satisfaction. 
     
     
         30 . The system of  claim 29 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L1 environment. 
     
     
         31 . A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to perform a process that comprises:
 determining a function describing an expected performance of a contact center system staffed with a variable number of agents and using a choice-based pairing strategy;   determining a net benefit or cost based on the function and on a value based on a cost of an agent; and   outputting a change in target agent staffing level based on the determining.   
     
     
         32 . The computer program product of  claim 31 , wherein the choice-based pairing strategy is a behavioral pairing strategy. 
     
     
         33 . The computer program product of  claim 31 , wherein the net benefit or cost is based on at least one of revenue and costs. 
     
     
         34 . The computer program product of  claim 33 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L2 environment. 
     
     
         35 . The computer program product of  claim 31 , wherein the net benefit or cost is based on customer satisfaction. 
     
     
         36 . The computer program product of  claim 35 , wherein the change increases an expected amount of time that the contact center spends in a high-choice L1 environment.