Providing a superior customer experience grows increasingly competitive as technology progresses. Contact centers are finding ways to increase profitability while meeting customers exactly where they want to communicate, and technology such as workforce management is helping them do that. Whether your contact center considers a cloud-based call recording approach or an on-premise one to adopting new technologies, the need for a workforce management system may prove inevitable in a few years. Why? Because workforce management helps contact centers discover ways to save money while providing the best possible customer experience. Here are five ways they do that:
1. Accurate Forecasting
The forecasting tools available through workforce engagement management solutions enable a contact center to predict when it will experience spikes or drops in calls. By using data from various periods, including individual days through whole years, your workforce management system can tell you when you should scale agents up or down. If you have a business with seasonal activity, forecasting is particularly useful so you can predict future volumes.
2. Automated Scheduling
With forecasting under your belt, you’ll be better able to schedule agents as per the demands on your contact center. The forecast will show you what shifts and hours will need higher staff levels, so you can ensure the right amount and type of staff is on board when those demands arrive. This feature of workforce management also helps you manage costs because you’ll be able to match call volume projections with a staff ratio that keeps expenses under control.
3. Reduced Overstaffing
When you can better predict how much staff you’ll need at certain times of the year, you can hire for the exact amount of help you’ll need. You’ll gain the ability to respond to changes in real-time and deal with fluctuations in interaction volume more flexibly. Workforce management also gives you intraday management capabilities, so you can rapidly shift tons of schedules around and notify the relevant agents instantly. Your workforce itself becomes more scalable and flexible.
4. Improved Employee Engagement Best Practices
When your employees are engaged, your customers are happy, and employees can retain control over their environment. Workforce management gives contact center agents the ability to respond to schedule changes in real-time—empowering them to be active participants in scheduling. You can accommodate employee preferences in workforce management scheduling tools, so agents feel further valued and satisfied.
5. Omnichannel Support and Data Analysis
Today’s workforce management solutions don’t just give you real-time visibility into call volumes, forecasting, and scheduling. They help your agents connect with customers across any platform needed, and they capture the right data so you can make smart decisions for your business. Workforce management solutions capture data from multiple CRM connectors such as Salesforce, Oracle, Zendesk, and more. This feature connects and collects data from chat, email, social media, and other platforms so you can gain the ultimate visibility into all activity across your contact center at any moment. Your contact center produces valuable data for your business by the second, and the right workforce management solution will help you harness that data.
The ultimate benefit of today’s workforce management technology is the streamlining of your entire workforce. Your contact center’s agents are the lifeblood of your organization, so optimizing their environment and experience translates directly into optimizing the customer experience. With workforce management, you empower agents while retaining control over scheduling, you scale them according to need, and you harness their data to make improvements. Explore how a workforce management solution can transform your business with VO workforce management for contact centers. We’re here to take your contact center to the next level.