Workforce Management Feature Article
December 27, 2012
How Workforce Management Drives Customer Satisfaction
By Susan J. Campbell, TMCnet Contributing Editor
The workforce within the customer service division of a company is the most important asset as these individuals manage channels, drive customer interactions and are often responsible for customer satisfaction. If the workforce is not optimized however, they can also be the biggest liability. As a result, the demand for workforce management continues to grow and companies like Monet Software are reaping the benefits.
To provide valuable information for the call center industry, Monet Software produces insightful webinars, exploring those topics that are the most critical in the call center, including workforce management. In this recent Monet Software blog, the company highlights key points from its latest webinar and why optimizing the workforce is important.
One key point that is important to highlight in any discussion concerning workforce management is the reality that every call center has a number of different technologies and functions they would like to integrate for seamless operation. This would not only help balance customer satisfaction and revenue with the cost of customer service, it would also make it easier to budget according to the environment.
The ideal scenario includes a group focused solely on scheduling and developing the call center staff, with another group focused on recording and measuring performance. In the typical call center, there are also individuals responsible for the analysis and investigation into the opportunities that exist for change. In the process, skill gaps are closed and goals to measure against are established.
A robust workforce management system should enable these individuals to work together, yet they are too often forced to make decisions in isolation. At the same time, these professionals will also often act independently as they have limited access to information that exists outside of their function or area. Without visibility or a streamlined approach to gather key information pieces, decision are made too slowly or in silos, which creates a whole new set of problems.
With unified integrated technology available in workforce management platforms, all employees within the call center have access to the information they need and can collaborate effectively with the individuals that impact their performance. Immediate access to information eliminates error-ridden and slow manual processes.
In fact, workforce management solutions that optimize the employee base provide managers and call center leaders with unique business integrations that allow the organization to make faster and more informed decisions due to increased visibility into customer service processes, workforce performance and customer intelligence. With the right information, key players can drive a new level of performance improvement within the customer service division.
Most importantly, workforce management keeps everyone focused on a single goal, working together and using the same information to drive success. This not only ensures the customer experience is optimized; it also drives improved satisfaction among the agent base.
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Edited by Amanda Ciccatelli