Improve the Customer Experience by integrating Workforce Management for Contact Center

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Today’s contact centers are increasingly complex. Now your employees need a robust combination of tools, information and support to quickly meet changing customer expectations.

The efficient management and planning of personnel, thanks to the use of a Workforce Management tool for Contact Centers, achieves the loyalty of workers with the company. This results in a better predisposition and quality of their work, which means a sustainable improvement in the experience and satisfaction of the customers.

Workforce Management the perfect ally to achieve employee and customer engagement

It is necessary to define an employee engagement strategy that is compatible with the customer engagement strategy.  Employee empowerment helps to achieve better results by measuring the efficiency of the organization and the quality of the customer experience.

The integration of a Workforce Management tool in the contact centre also allows for the identification of appropriate resources. This can be achieved:

  • 37% less absenteeism.
  • 18% increase in productivity and efficiency in the management of agents.

How to take contact center Workforce to another level?

Tools such as Enghouse Interactive allow contact centers to improve service levels without increasing operational costs.  By reducing understaffing and overstaffing.

Also this solution allows agents’ skills to be adapted to customer needs and to anticipate cyclical requirements and turnover. It also allows for increased revenue, thanks to reduced abandonment and reduced waiting times. All this results in increased revenue from up and cross selling.

In conclusion, with the implementation of the Workforce Management tool, employee productivity and morale are improved through clear objectives and metrics, performance feedback and greater schedule flexibility. This allows for increased consistency and quality of customer service across all contact channels, delivering an excellent customer experience.

If you want to know more about the benefits of integrating a Workforce Management solution into your contact centre, click on the button.

Sourced from: Enghouse Interactive. View the original article here.

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