The Workforce Optimization Strategy in a Nutshell
Customer service experience is at the heart of any organization. How many times have you called in to an 800 number for support after being on hold and having to jump through the proverbial hula-hoop of choices to get to a human interaction. Some things cannot be automated and for this you need good agents in your call center.
Good customer service starts with trust and good communication. The agent attending to your problem needs to be able to communicate effectively if he or she cares about your experience. As the customer, you need to trust the agent enough to provide precise information to solve your issue. The return trust comes from the agent believing you are providing all the information needed to solve the problem.
So, what does your contact center need in order to build the necessary skills in communicating effectively to build the trust with your customers? Well, for starters, the proper training and motivation, with a hint of competitiveness amongst the peers to earn the top spot with regards to delivering excellence. The way to achieve that, you ask? Start with Call and Desktop Recording. Record all verbal and non-verbal interactions. Add quality management for improved performance including evaluation of communications and eCoaching, to see an impact in performance.
Secondly, a workforce management solution can provide the efficiency amongst your team when scheduling and forecasting shifts. Create staff forecasts by the hour, day, and month, based on customer defined service level objectives. Your contact center will stay fully staffed with the “right” agents during the high impact situations.
The third and possibly most important to your call center is inspiration. Keeping your agents inspired is critical. Gamification can assist with a happy call center. The creation and management of performance-based contests and rewards for redemption can get your agents moving towards achieving high performance goals. When your call center agents are happy, the result is hard work and dedication to achieve corporate and personal goals.
These are the steps that allow for a well-defined and well-executed workforce optimization (WFO) strategy. Keeping you on the frontline in a peek performance mode creates productivity and consistent support to your customers when they need you most.
After all, customer satisfaction shouldn’t be a gamble when the solutions exist that solve these very issues. As the saying goes…happy customer....well, is just happy and has yet another reason to come back to you.