It’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here are 3 tips for making the change.
Workforce Management (WFM) has been an essential solution for busy contact centre leaders for many years. At the touch of a button, they were in control, swiftly ensuring the right number of agents were available at the right time to meet customer demand. Then digitalisation and rising customer expectations came along. All of a sudden, contact centres faced a new set of dynamics that threatened to see once-loyal customers and employees flee to the competition.
Recent research from Puzzel’s own WFM partner Verint discovered that two-thirds of consumers are prepared to move to brands offering superior service. At the same time, 77% of people believe convenience is a major factor when choosing a brand or service provider, while 60% of consumers expect to engage with an organisation via any channel at any time.
Suddenly, WFM on its own may not be enough in this new ‘always-on’ era of service. However, as an "old faithful" solution contact centres could still see its value. What was to be done? Fortunately, the answer lay close at hand. With the introduction of Workforce Optimisation (WFO), managers can keep their treasured WFM platform but stretch it to its limit, making it broader and more strategic.
When Puzzel drew a poll of delegates at its latest webinar, nearly half said they hadn’t yet deployed any kind of WFO solution. Therefore it is time to explore a whole new world of possibilities and transition from WFM to WFO to drive real efficiency and effectiveness in contact centres.
WFO: 3 ways to take control of omni-channel, employee satisfaction and CX in one go
Dip deeper into the capabilities that already exist in your WFM to enhance omni-channel interactions, increase employee engagement and upgrade your CX programme with a robust WFO strategy. Here are 3 steps to get started:
Using WFM as the starting point, you’ll be surprised how few steps you actually need to take that all important leap into WFO for exception customer service.
About Pete Dempsey:
Peter Dempsey is WFO Consultant at Puzzel.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Wednesday, August 28, 2019
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