Brought to you by IPC Tech — Platinum Certified Mitel Support Partner specializing in connecting your business applications to optimize your communication experience.
Customer expectations have never been higher. Customers expect to receive the product or service they want, when they want it, at a price they want to pay. They expect to have questions answered and issues resolved immediately through the channel of their choosing. Even more than high quality and fair prices, customers expect interactions to be easy, enjoyable and personalized.
This is why many organizations have launched initiatives to improve the customer experience. What they don’t have are infinite budgets. They need to optimize service delivery and the customer experience in general to get the most from their investments in people and technology. As a result, organizations are placing an increased emphasis on workforce optimization.
Workforce optimization is a strategy designed to maximize employee productivity and efficiency, streamline operations, and enhance the customer experience. This involves monitoring and assigning the appropriate number of employees to various activities and tasks, quality control management, scheduling optimization, and workforce coaching. Technology is used to manage, analyze and evaluate workforce optimization strategies to better understand how employees function, maximize their skills and talents, and ensure that resources are properly allocated.
Workforce optimization helps organizations work smarter and faster. The goal is not only to control costs, but to drive growth and make sure business processes are aligned with customer needs. This is accomplished by increasing visibility into operations, gaining a better understanding of how employees work, and improving communication between managers and employees. Organizations can then match the right employees with the right tasks, and empower employees with the data they need to deliver the best possible customer experience.
After all, the only things worse than failing to meet customer expectations are not knowing such a failure happened and the reasons for that failure.
Consistency is also important. Business operations and customer demand can vary quite a bit over the course of the year. Depending on your industry, they can vary by the day or hour. Workforce optimization allows you to reliably predict these variances, right-size your workforce, and maintain a high level of customer satisfaction.
Ultimately, workforce optimization benefits the organization, employees, and customers. Organizations often reduce operating expenses by optimizing workforces and automating repetitive tasks and processes. Organizations can also identify their top performers and future leaders. Employees improve productivity and efficiency by gaining access to the tools and data they need to do their jobs. They are able to meet customer demands without burnout, resulting in better employee retention. Customer service and experiences improve, resulting in better customer retention.
Although workforce optimization can be applied to any area of the organization, it originated in the contact center. In the next post, we’ll discuss how workforce optimization is used in the contact center to analyze customer interactions and improve business processes and employee performance.