Can You Improve Performance with Robust Call Center Workforce Optimization?
January 17, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you’re unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process.
As we live in an increasingly mobile society, the pressures to deliver on customer expectations go beyond the standard live call. Customers today expect to be able to connect via their mobile device, and on multiple channels. As an organization focused on delivering according to customer expectations, it can be a challenge to predict customer demand and then manage your agent resources to be as efficient as possible.
At the same time, organizations like yours are searching for ways to be more agile, turning to cloud technology to ensure flexibility and scalability. Incorporating such capabilities into call center workforce optimization enables companies to better predict customer demand, while also aligning availability, agent skills and expertise with the needs and preferences of the customer base. Likewise, you are better equipped to adjustment to market changes on the fly, scheduling agents as needed when volume is unpredictable.
Simply implementing call center workforce optimization tools is not enough, however. It’s critical that you also follow specific strategies to maximize these tools to improve productivity and performance to deliver the superior customer experiences your clients have come to expect. This includes overlaying customer insight for better decision-making. In doing so, companies can blend the data captured with workforce optimization tools and analytics to better understand why customers are contacting the center in the first place.
Agent skill sets also need to be matched to service activities to ensure performance and efficiency are improved. That’s a lot for a call center manager to remember, however, creating a need for the workforce optimization solution to fill in the gap. Likewise, the solution can also help to apply sentiment analysis whenever an agent’s skills don’t fully address the needs of the customer. A call center workforce optimization solution can help these managers to identify areas where agents need improvement and then apply training as needed.
Robust call center workforce optimization solutions allow managers to analyze channel-specific behavioral data to best determine treatment strategies to either improve performance or capitalize on success. It can also help to match agents to specific customers to optimize productivity and customer satisfaction.
Ultimately, the call center operates most efficiently when volume is accurately predicted and agents are scheduled according to availability and skill-sets. This is much easier said than done unless a robust call center workforce optimization solution is firmly in place.
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Edited by Amanda Ciccatelli