How Can Your Workforce Management Solution Affect Customer Experience?

Congratulations—you’ve made it through another frantic holiday season. You’ve taken down the Christmas tree, packed up your decorations and finished off all your leftovers…except for your Grandmother’s fruitcake. It sits dormant, stowed away in the back of the refrigerator, as intact as it was on Christmas Eve, and you begin to wonder whether you could even pay someone to take it off your hands. Now, imagine that fruitcake sitting there for an entire year. What would it take to compel someone to grab a slice?

Apparently, all it would take is the threat of having to get on the phone with a customer service representative. According to the results of our annual Customer Experience Index, 26 percent of survey respondents claimed they would rather eat a slice of year-old fruitcake than contact customer service.

This nauseating proposition makes one thing clear: contact center leaders must take decisive measures to ensure a more palatable customer experience. The good news is that improving customer experience isn’t nearly as hard as a year-old fruitcake—you can make significant progress by simply introducing workforce management software.

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 the 2016 Aspect 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, check out more contact center solutions.