Aberdeen, in a May 2014 report, looked at how contact centres are in constant pursuit to balance customer experience improvements with maintaining and reducing operational expenses. Accomplishing this requires firms to build a top-notch performance management strategy and tightly align it with workforce management.
Follow the Leaders to Optimise Your Contact Centre WFO Results
Contact Centre workforce optimisation (WFO) activities have a direct impact on the customer experience. It is therefore imperative that companies aiming to delight clients leverage WFO programs as an integral part of their customer experience management (CEM) efforts.
Businesses must constantly assess their strengths and weaknesses in WFO activities to ensure that improvements in customer satisfaction don’t come at unnecessary and unplanned costs.
How Leaders Reduce Costs through Performance Management
Figure 1 shows that leaders implement a series of activities that help them gauge the effectiveness of their WFO activities.
All contact centre interaction must have one goal in mind: to delight the customer. Leaders reflect this mantra as part of their efforts to integrate performance management activities with their WFO efforts. Leaders are therefore far more likely to use customer feedback data to assess agent performance in meeting client needs.
Figure 2 shows that the findings gathered through performance analysis are utilised in different ways by leaders.
The top performing contact WFO users leverage the insights resulting from analysis of content centre performance data to provide executives with the necessary visibility to manage activities. Summary views of data reflecting trends and correlations on company strengths and weaknesses are much more valuable for use at the executive-level compared to detailed account interactions.
Insight gleaned through applying analytics to contact centre WFO activities also help in managing agent performance. If the analysis shows that a client was dissatisfied during an interaction or an agent omitted a quality assurance activity, this would then be used as intelligence to develop tailored training programs for the agent.
Leading contact centre WFO users differentiate themselves from followers through performance. Aberdeen recommends companies adopt and nurture activities for contact centres aiming to replicate the success of the Leaders’ group. These activities include:
- Measuring what matters to get an accurate picture of performance results
- Managing the performance of WFO activities from the perspective of the customer
- Leverage analytics to empower stakeholders to identify the strength and weakness of the contact centre WFO activities
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