Workforce optimization, or WFO, is a key avenue through which businesses increase efficiency, customer satisfaction, and employee growth and development. If it feels like another fancy shell of a term, think again. Through the lens of WFO, contact center owners and managers are able to approach their center’s productivity objectives and functionality challenges with a statistical and synergistic intelligence that helps make sense of numbers and yields real world results. It has been said that mastery requires feedback. In the field of workforce optimization, this feedback can be delivered through a host of programs - such as call recording, screen capture, speech analytics, reporting, coaching, and quality management.
Every contact center has unique needs, and the winning formula for one’s ideal ROI may not work for another. Oftentimes, the best packages of tools will be those that meet a business where it’s at while also anticipating its evolution. The ideal solution will also allow for the various WFO tools to overlap with one another and compare notes. For example, if there is automated communication between the different components, this will be a great asset no matter how big or small the company. Imagine the seamless and continuous progress as a software program orchestrates coaching sessions between the supervisor and the agent while also recording all relevant data and projecting a follow-up. Such integration saves both time and money. It also helps a contact center stand out in its industry while allowing it to direct its resources to long term goals.
One major consideration when in the market for WFO is whether to opt for cloud or premise based solutions. Both have their advantages, but whether they fit a particular contact center will depend heavily on the systems it already has in place, as well as on its funds and priorities. Cloud can be counted on for a swift launch, affordable upkeep, and versatile design. It keeps data secure and has been a valuable asset for many startups, mid-market brands, and innovative companies. Premise, on the other hand, is a little weightier and puts you in the driver’s seat through manual upgrade procedures and controls in respect to both safekeeping and data collection.
If you find yourself leaning in and eager to capitalize on the many offerings of workforce optimization, you may wonder when the ideal time is to perform these surveys and synch up these different branches of customer service and professional interpersonal relations. The low hanging fruit, of course, is whenever you can afford it; however, the long view advises that it’s prudent to put this software into action a quarter before your busiest season. That way, its inferences and support can be harvested and put to good use when the team is stressed and needs a little extra guidance. This strategy also allows you to test new methods without too much pressure.
It’s important not to underestimate the power of workforce optimization. Many in-house contact centers are running on outdated or loosely developed hardware without the competitive edge of a brilliantly thought out WFO program. It doesn’t require an outstanding budget to take a step forward; a cloud solution can be a simple and easy way to advance your center. With Subscription-as-a-Service, you can get the technology you need without the bill you can’t pay.
The ultimate genius of workforce optimization, though channeled by a group of savvy techniques, is the investment into the core of a contact center – its employees. The employees are the guardians of customer service and their competence, collaboration, and capacity to refine their craft makes all the difference.
To keep track of your employees' performance and activity consider using the Verint Media Recorder Workforce Optimization suite to benefit your business and help you get all the answers to your questions.
