KNOWING YOUR CENTER ' S NUM- BERS IS CRUCIAL AS IT HELPS TO UNDERSTAND WHAT IS GOING ON. BUT IT DOESN ' T TELL YOU WHY IT MAY BE HAPPENING.
COACH’ S CORNER
BY MARK PEREIRA
OPTIMIZING WORKFORCE MANAGEMENT – PART 2
STRATEGIES FOR EFFICIENCY THAT STRIVE FOR CUSTOMER SATISFACTION.
Workforce management( WFM) is the bedrock of contact centers. Every thriving call or contact center has a foundation of solid WFM, the true backbone of the customer experience( CX).
When done right, WFM keeps calls short and sweet and builds trust and loyalty. It helps you prove that every minute a customer spends with your brand is well spent.
So, how do top centers execute WFM well? In Part 1 I discussed how to measure your current service numbers, and the difference between WFM and workforce planning. Here in Part 2 I will outline the strategies to reduce wait times through effective WFM.
IDENTIFYING THE ROOT CAUSE( S)
Knowing your center ' s numbers is crucial as it helps to understand what is going on. But it doesn ' t tell you why it may be happening.
10 CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
For example, high average handle time( AHT) numbers for a week could be because a significant class of new hires transitioned to the call center floor or a large number of customers were having issues with a product or service.
KNOWING YOUR CENTER ' S NUM- BERS IS CRUCIAL AS IT HELPS TO UNDERSTAND WHAT IS GOING ON. BUT IT DOESN ' T TELL YOU WHY IT MAY BE HAPPENING.