Systems and methods for providing workforce optimization to branch and back offices

A method for providing workforce optimization comprising:

• planning a first campaign to implement business goals;
• scheduling and deploying a workforce by a forecasting and scheduling component of a workforce management system implemented on a computer in accordance with the first campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office, the other of the interactions resulting from at least one customer contact intended for the contact center being selectively redirected from the contact center to the branch office or the back office based on a known skill set of the second agent, wherein the branch office or the back office is part of the same enterprise as the contact center but the primary purpose is not handling customer contacts;
• the scheduling step further comprises:
• scheduling the agent of the branch office or of the back office such that the agent is available for receiving redirected customer contacts, and
• scheduling agents of the customer contact center based on availability of agents of the branch office or of the back office to accommodate customer contacts
• measuring performance of the first agent and the second agent on at least a portion of the interactions by a tracking component of the workforce management system implemented on the computer to produce a set of quality metrics for the agents, wherein the performance of the first agent is measured using a first parameter and the performance of the second agent is measured using a second parameter different from the first, the first parameter is from an automatic call distributor (ACD) and the second parameter is from workstation screen activity for the second agent;
• combining at least a portion of quality metrics to produce performance indicators;
• and
• using the performance indicators in the planning step of a second campaign or another iteration of the first campaign;
• tracking adherence, by an adherence component of the workforce management system implemented on the computer, of the first agent and the second agent to campaign schedules created in the planning step;
• supplying information to a supervisor regarding the adherence of the first agent and the second agent to the campaign schedules.