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.
Your peers are using compensation and commission technology to crunch the numbers and guide growth.
When your organization first rolled out incentive, compensation and commission technology it produced a burst of value. Over-payments all but disappeared. You modeled plans with greater agility and precision. But over time, the marginal benefit has declined—the ROI hit a plateau.
Superheroes are saving the world on big screens everywhere this summer. And if summer blockbusters prove anything, it’s that a superhero is nothing without a dynamic sidekick. The same is true for your voice of customer program.
Quality professionals need to know the signs of a quality program that needs a refresh. In the first three parts of this series we discussed stagnating results, inaccurate reporting and revising one-and-done style questions. In this last installment of the series we will talk about how to engage employees through your quality program.