As anybody who has experience with workforce optimization knows, WFO can be quite handy when looking to improve performance within a company, especially with such tasks as identifying and implementing approaches for such tasks as employee training, efficiency and retention.
Ideally, WFO helps you build a more engaged workforce, as well as save you money and streamline your operation.
That’s the ideal anyway. And according to officials of Guidon Performance Solutions, those goals dovetail nicely with the stated aims of Lean Six Sigma.
It stands to reason, then, that as Guidon officials point out, it’s not uncommon to find organizations using WFO also using Lean Six Sigma strategies, “in their efforts to put together an effective model.”
Taking a closer look, yes, it is a good fit; it makes sense. As Guidon officials say, enabling employees to contribute to the success of a company has multiple benefits: “a more engaged workforce is likely to have better morale and productivity, and workers who are given the option of making process improvement suggestions can feel more involved while giving higher-ups insight into problems and challenges that may otherwise have gone unaddressed.”
About a month ago TMC’s (News - Alert) Beecher Tuttle wrote about how, to succeed in the current economic climate, enterprises need to make customer service a top priority. This task is complicated by the myriad of new channels that today's customers use to contact companies, including social media, email, phone and corporate websites.
Maximizing employee potential can be aided by a workforce optimization strategy that brings training, quality management, customer survey tools, job scheduling, job forecasting, quality assurance, career development and analytics all under one roof.
A WFO strategy, also known as an Employee Effectiveness Model, “helps companies identify workforce needs before they become serious,” Tuttle noted, “while also providing insight into employee gaps and profiles. WFO solutions can also recognize passively engaged employees, giving management the knowledge necessary to filter out lower-tier employees while motivating top-tier workers.”
eBook: The Real-Time Engagement Center - Improve your reactions. Work faster, smarter and safer in every customer engagement. Download this eBook to learn how.
Forrester Video Interview – Why Real Time? - Ian Jacobs from Forrester discusses the benefits of powering contact centers with 100% real-time. A 5-min. video packed with insights.
NICE Engage Platform - Watch this short video to learn more about NICE Engage Platform
Webinar Series - Join us this series of Webinars to learn how you can Improve your Reactions.
Infographic: The top 10 reasons to choose NICE Engage Platform Discover the key facts and highlights.