While workforce management solutions may not be customer-facing, they are designed to increase the effectiveness and satisfaction of your personnel, which itself is a gift that keeps on giving. According to customer service statistics gathered in Aspect's annual Agent Experience Survey, 82 percent of contact center professionals stated that agents who are satisfied or very satisfied also reported putting a stronger emphasis on maintaining and building strong customer satisfaction and loyalty.
So how, exactly, can workforce management solutions affect customer experience? Here are just a few examples.
Improve the quality of customer interactions
Customers today expect their inquiries to be resolved quickly without having to be passed between a number of agents, channels or departments. Workforce management software can help ensure that customers reach the appropriate agent to resolve their issue on first contact.
Increase agent productivity
Agents require continuous on-the-job training to keep improving to make sure that service never suffers even as needs and conditions change. Workforce management software features analytics which, when paired with eLearning tools and self-led coaching, ensure agents can autonomously improve their performance.
Improve call volume forecasting
Throughout the year, your contact center will experience spikes in call volume. Whether you’ve just rolled out a new product, run a special promotion, or any other reason, contact center leaders must make sure to have appropriate levels of staffing so that customers never have to wait to speak with a representative. Workforce management software features highly-effective volume forecasting to inform staffing decisions.
To learn more ways that workforce management software can positively impact the experience of your customers, contact us today using the form on this page.