“People play differently when they are keeping score”… I nearly jumped out of my seat when this phrase was included in a speech at 2014 Interactions. The philosophy is referenced in The 4 Disciplines of Execution series. The words perfectly relay my sentiments on why QA scores matter!
As we kicked off the New Year, you are probably considering your employee engagement strategy for 2015. How will you motivate employees to do their best work in 2015?
This year I’m advocating a focus on performance driven culture to engage employees and ultimately drive positive customer interactions this year. Organizations that emphasize performance driven culture regularly see an increase in CSAT of 10+ points AND lower cost of employee care by 10% – those are some lofty goals for 2015 but I promise with the right focus they are within reach.
“One of the strongest messages to come out from the research carried out for this report was the long term view that solution providers have of the integral role of customer contact analytics as an enabler and optimizer for other solutions. Many analytics vendors have a complete workforce optimization suite, and are constantly working to automate and integrate findings and actions from the analytics solution into their overall WFO suite.” - Inner Circle Guide to Customer Analytics
To wrap up our series on the five P’s of WFM we will turn our focus to product.
Workforce management products are the solutions, systems, tools and technology used to automate the WFM function and to balance your contact center’s two primary objectives of customer service and operational efficiency.
In part four of our series on the “5 P’s” of Workforce Management we will turn our attention to people. After all it’s the people – managers, employees, executives—who keep businesses moving. And nobody knows better how to keep all the cogs of the wheel spinning in perfect order than a workforce management professional.
In the third installment of our 5 P’s of Workforce Management series we will focus on PROCESS – the processes that keep your organization on track and working like a well-greased machine day in and day out.
Workforce management processes represent the various activities and tasks associated with actually performing the work of workforce management. Every contact center has processes associated with the following four activities:
Check-ups are vital to keep a person running at their best. Your Workforce Management system is no different. We’ve identified 5 areas that every workforce manager needs take the pulse of in order to make adjustments and keep their WFM program at its best.
Ask yourself, are staying away from spiffs for fear they are too hard to administer? I’ve got some simple ideas to help make strategic use of spiffs to put focus and attention on the right solutions at the right times.
It’s no secret – I love breakfast. Every Saturday I wake up ready to make a fresh batch of pancakes for my house. But this Saturday I had a bit of a disaster on my hands, a disaster that’s reminiscent of something we see all to often in Performance management.