As we already know with all the moving pieces on a day to day basis, Workforce Optimization (WFO) is a call center strategy that increases customer satisfaction while decreasing operational costs. There are many reasons a company needs this, ranging from quality management to CRM integration.
Supervisors, similar to live agents, need the right tools to evaluate different scenarios and team members to give the proper feedback. Multi-channel evaluations, real-time agent desktop monitoring, and automated scoring selection cover these needs.
Another reason is the ability to record more than just the call itself. Interactions such as what channels of communication they had before and after the call, how long they were on the call and if their issue was ever resolved. This accomplishes a better overall experience in the long-term.
Having the right balance between customer satisfaction and contact center efficiency is always going to be a challenge. This is where Workforce Management (WFM) helps achieve that balance with the right number of agents that qualify with the right skills being available. This is possible through the use of forecasting, scheduling, adherence, intraday, portal, mobile, and CRM.
Being able to measure interactions with analytical reports that have relevant metrics is just as important as the recording itself. Interaction Analytics provides data for both voice and digital channels along with insight on where breakdowns happen, how to avoid them, and where to improve. Examples of some of the data includes speech and text analysis, automatic topic identification, root case analysis, queries analysis, and automated quality management.
Overlapping with Quality Management, Performance Management works towards goal alignment, transparency, collaboration within a call center and its teams. Role-based dashboards, real-time data, automated alerts, customizable KPIs and metrics, and wallboards are the main features for this.
Having a great CRM is only part of this process. Having it seamlessly integrate with a call center’s existing software is another major part of the process of leveraging your company’s existing investments into future investments. Larger CRM companies such as Salesforce, Oracle, Microsoft, and Zendesk are usually a sure bet to offer pre-built integrations while some CRMs even allow for customizations such as a rich framework for REST APIs, reference UIs, and additional tools.
Now that you know why you need Workforce Optimization, check out The Benefits of Workforce Management.
Reneir Cruise, a graduate of California State University, Fullerton’s Communication Program has been a Digital Marketer and Content Creator since 2012. He has worked with a variety of clients including Toyota, J.D. Power, and Hyatt and currently manages Five9’s SEO.