When assessing an organization’s workforce management (WFM) program, there is one area where the benefits and ease of use seem to far outweigh current practice. That area is employee scheduling.
By 2020, customer experience (CX) is expected to surpass price and product as a key brand differentiator. With an increased focus on CX, companies must now work to optimize their workforce to provide the best service. While many enterprises still manually schedule their employees, automated processes and better WFM help to ensure that scheduling is fair and accommodating, which can ultimately boost employee satisfaction and customer service.
Read on to learn more about the current scheduling landscape and how you can streamline operations to deliver better customer experiences.
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Traditional workforce management (WFM) involves spreadsheets and manual time recording, which are onerous processes that decrease customer satisfaction. Contact Center Managers need a way to schedule people optimally, when the work is available for them to complete. This complexity of the randomness of work coming in, combined with the needs of the individuals completing the work, leads us to the need for more advanced solutions for scheduling.
Today, forward-thinking managers are adopting a smarter, more streamlined approach to satisfy employees, which helps provide a better customer experience (CX). By better scheduling employees with WFM solutions, the center will be optimized as the work will be handled with the right amount of employees at that time. Many times, we see the exception to this on both sides…agents sitting around waiting for work, or so overworked that they quit.
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