5 Ways Workforce Management Solutions Improve Customer Service
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// DVS Analytics
Workforce Management (WFM) solutions are designed to optimize the productivity of agents and employees and, in doing so, improve the customer experience. Provides the ability of forecasting, scheduling, and adherence tools that help streamline the staffing process in contact centers.
Using a WFM solution to ensure the contact center is staffed correctly means metrics like those below can meet, even exceed, defined Service Level Agreements:
Average Speed of Answer
Abandonment Rate
Response Time (non-voice)
First Contact Resolution
How Workforce Management Tools Improve the Customer Experience
Agent Focus
Empowering agents to easily adjust their schedules by digitally submitting shift changes, obtaining schedule approval, and requesting time off, agents can focus on the essential part of their job: customers. Meanwhile, you are boosting the overall performance of your contact center.
Happy Agents = Happy Customers
Overstaffing can result in agents growing bored of their roles while understaffing leads to burnout. Workforce Management solutions help keep agent turnover low, and employees engaged by always ensuring your contact center has the optimal headcount at any given time.
Prompt Issue Response
If you have an unexpected spike in volume, workforce management tools enable you to respond quickly. A sudden increase in call volume can occur due to unplanned outages, severe weather, or product failures. Regardless of why a call center might experience increased volume, it’s essential to be prepared for such possibilities. Having the proper personnel and the correct number of agents is vital to identify and resolve issues quickly.
Time Management
Directors need to ensure all agents use their time as planned to run a thriving contact center. With real-time adherence tools built into workforce management solutions, managers can see at a glance how agents’ current activities match their planned work schedule. This provides insight for managers to better understand agent work tasks and informs future scheduling needs.
Data-driven Improvements
Effective WFM solutions provide leadership with a complete picture of agent schedules and performance, along with the macro-level performance of the contact center. Automatically generated reports give you the historical data necessary to make informed decisions and any changes that might be necessary to improve customer service.
Finding the Right Workforce Management Tools
A recent report from Walker states that customer service is becoming even more important to consumers than price or product differentiation. “Today’s customers expect personalized contact, instant satisfaction, and fast time to service.”
The right Workforce Management solution enables you to meet these increasing customer expectations. It helps you match the needs of your workforce with your contact center’s goals.
Take the first step to optimize your contact center. Connect with one of our consultants to discover what a Workforce Management solution can do for your customer service team and your business. DVSAnalytics solutions are flexible and adaptable to meet the challenges of today’s rapidly changing communications, empowering you to provide the best possible experience for your customers.
Connect with our consultants and schedule a demo of DVSAnalytics Workforce Management.
Learn how WFM can improve performance, engage your agents, and enhance your customers experience.
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