Workforce Optimisation (WFO) has a critical role to play in enabling customer service effectiveness.
Effective WFO is all about successfully integrating WFO technology components. These include:
- Workforce Management
- Quality Monitoring
- Performance Management
- Customer Surveys
- Customer Service Analytics
WFO helps to inform the right decisions and contributes directly to ensuring service excellence. However, it also places an increased focus on its agents and managers, making sure that they have the right training, development and coaching.
- Refocusing on customer service effectiveness
- The value of non-quantifiable workforce optimisation benefits
- Aligning WFO with improved Customer Engagement
- Externalising customer focus with WFO
- Enabling more strategic Customer Management activities
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