The contact center is a critical component to customer experience and a critical component to the contact center is…Workforce Optimization (WFO). So we thought it was time to sit down with our team and talk about the top five things we all should know about WFO platforms. Questions were asked and valuable insights were given. Ready to get the insider scoop? Here’s a look into our Q&A session.
Q: Why is WFO such a powerful part of the Customer Experience (CX) journey?
A: Let’s start at the beginning of the CX journey. First and foremost, you need to have a base level of understanding of what your customers are looking for. Check out our recent blog “How to Perfect Your Customer Service Basics” for tips on that topic. Once you have a baseline understanding and can articulate it, it’s extremely important to continually monitor against those service level expectations. And that’s where WFO can be a huge asset. By using live call monitoring and quality management tools within the WFO platform, organizations can rapidly identify areas of concern—and rapid is the name of the game. Today’s customers live in a real-time world and they expect that level of response when it comes to customer service. And we can’t forget about social media. You never know when a disgruntled customer might share his or her frustrations with the world, so quality assurance is more important than ever.
Q: Who can use WFO in their contact center?
A: That’s one of the best things! Not to be cliché but the answer is really anyone with a contact center. WFO solutions are affordable for businesses of all shapes and sizes—you don’t have to be a mega corporation to use these critical tools. With a modular approach, a WFO solution can be easy to install and easy to manage while still providing the heavy lifting of call recording, agent coaching, reporting, dashboards, and more. And if we can brag on our own blog (is that okay?), KnoahSoft’s WFO software suite boasts the best total cost of ownership profile on the market.
Q: There are new rules and regulations popping up across the world. How can WFO solutions help?
A: For organizations required to comply with specific industry regulations, WFO is their best friend in the contact center. The rules can be long, and in many cases arduous, but if you utilize call recording, live monitoring and screen capture, you can drastically reduce or eliminate deviations in compliance. Recording and logging (both voice and non-voice) have become critical to industry compliance around PCI, MiFID II, HIPAA and Sarbanes-Oxley, but in addition they are now being used for dispute resolution, as fraud prevention, and for collections.
Q: We hear the term culture thrown around a lot but don’t typically think WFO. How can WFO solutions affect corporate culture?
A: You’re right. Culture has become an industry buzzword. Organizations have a focus on developing an internal culture that employees AND customers can fall in love with, thereby helping drive business success. When employees are supported, have fun at their jobs and see opportunities to learn and grow; their attitudes translate directly to delivering better customer experiences. It’s a win for everyone! So why not use coaching and learning tools to develop that culture of growth? Go beyond the norm of contact center systems and compliance training to offer eLearning courses about stellar communication techniques or dealing with difficult personalities. Identify the business skills your employees want and integrate coaching and learning around those. It’s a whole new world for this component of WFO.
Q: How does Workforce Management (WFM) affect the bottom line?
A: If we can boil it down to one sentence, here it is: WFM solutions help organizations save budget, improve service and lower agent attrition. Why? It comes down to people. People are an organization’s most costly resource. If your people are used in the most effective positions in the most efficient way possible—by forecasting accurately over the coming quarter, season or year—an organization saves on budget. If your people are happy because they are being utilized to their fullest potential on the right platforms for them (voice, social media, chat, etc.) and are given the ability to manage work schedules around their personal lives, they are less likely are to go somewhere else. The cost to replace and train employees is big. Massive even! And last but not least, if morale is high because your people are happy, that will naturally come through to the customer, improving service. That’s it. That’s the bottom line!
If you want to discuss these five Workforce Optimization questions in more detail, give us a shout at firstname.lastname@example.org. We’re here to help! And chatting about WFO is one of our favorite things to do.