Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager’s portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.
Implemented and operated correctly, WFO disciplines such as Workforce Management also play an important ongoing role in ensuring that contact centres schedule and manage their most expensive resource – their agents – efficiently.
Delivering best practice operational performance through Workforce Optimisation (WFO)
In today’s highly competitive customer service world, every contact centre operation needs to have a robust and efficient approach to optimising their employees’ performance. Before organisations can start to address some of their more strategic customer management concerns, they need to be in a position to address the following questions – indeed they should perhaps be considered more as core requirements:
- Are my contact centre agents productive?
- Am I answering/responding to customer contacts within an appropriate and consistent time frame?
- Am I presenting a consistently good quality of service for each customer interaction?
- Are my agents adequately equipped to serve my customers and achieve theobjectives being set for them?
- Am I targeting my employees appropriately, developing their skills in line with strategic business objectives, and offering them frequent support and feedback?
In each of these questions, the answer involves continuous focus and improvement and this is where the classical best practice operational Workforce Optimisation processes and tools – such as Workforce Management (WFM), quality monitoring, performance management and training – contribute significantly.
While benefits may well also be realised through improved customer management techniques, the business justification for Workforce Optimisation projects will still generally be focused around efficiency through improved business practices – essentially achieving more for the same or less staffing investment.
Deploying a WFM tool can help to reduce unproductive agent time through more accurate forecasting and optimised scheduling, and can help to cut back on lost time thanks to better tracking of real-time adherence. Using quality monitoring tools and coaching/training to focus on areas such as improved screen navigation will also help to enhance agent productivity, with optimised average call handling times and reduced call hold and wait times. Agent feedback tools such as desktop scorecards and more targeted training can additionally be used to help improve agent motivation, development and efficiency.
Want to read more?
- Delivering best practice operational performance through Workforce Optimisation
- Realising the potential of Employee Optimisation tools
- Extending Workforce Optimisation benefits to a broader audience
- Cloud-based Employee Optimisation set to increase business agility
- Enabling more strategic Workforce Optimisation activities
White Paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: Don’t just replicate with the cloud. Take these steps to truly transform your CX
Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.
Blog: Cloud Contact Centre – a powerful platform for change
Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: Is the cloud really the best “Location, Location, Location” for your contact centre?
The rush to the cloud has begun. Many businesses are migrating their contact centres to the cloud.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Blog: Is remote working a permanent option for contact centres?
With the right technology and careful planning, working from home creates huge opportunities for contact centres
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Speak to an expert
If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.