Our team collected some interesting articles on workforce management this past week. The insights from each of our picks are useful for all professionals in CRM.
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Why workforce management and customer experience go hand in hand [searchcrm.techtarget.com]
We begin this week’s CX buzz with an article that verifies the fact that customer experience and workforce management go hand in hand. Donna Fluss, president of DMG Consulting, claims that workforce management forecasts volume and schedules people. Did you know that if you have an efficient WFM in place, you could ensure that 80% of calls are answered in 20 seconds or less? Workforce management applications help take advantage of economies of scale. Advanced algorithms within WFM tools also account for shrinkage when scheduling personnel, such as when employees are on sick leave or vacation, or even arrive to work late.
Donna ends the article with the point that despite the complexity of workforce management software and the need to dedicate human resources to it, experts agree it is a worthwhile investment.
What irritates customers most? The top five irritations revealed! [ijgolding.com]
This analysis, by Ian Golding, a member of the U.K. Board of Ambassadors for the Customer Experience Professionals Association (CXPA), focuses on what leads to a bad customer experience in the retail sector.
Golding identified factors such as not meeting customer expectations, inappropriate behavior by company service personnel, and disconnected customer channels. Take a look at the post to learn more of the most obvious and common mistakes in the CX field that are still prevalent in the industry.
Most companies fail customer service test [cbsnews.com]
Most companies claim that they understand the value of creating a good customer experience. Yet, they are constantly seeking to improve their CX. A majority of companies claim they are having success in this area. Yet, only seven percent of customers claim that their customer service interactions typically exceed their expectations. Why is this? Even though companies are trying hard in their attempts to provide good service (and many do by all objective measurements) it appears as though the expectations of the consumers are growing day by day.
Take a close look at the numbers and statistics in this post by cbsnews.com. They clearly indicate the rise in the expectations among today’s customers.
FiveWays to Fix Customer Service Angst and Take Control of Your Revenue [contactprofessional.com]
An Oracle study released earlier this year shows that businesses can lose up to 20 percent of their revenue because of poor customer experiences. The survey further gives examples of the degree to which people are unhappy with their interactions with customer service agents. For example, did you know that the number one customer service complaint is having to repeat the same information multiple times? A full 20% of survey respondents made this claim. Fortunately, there are tools and technologies that can help businesses remedy these issues.
The author suggests some quick tips, and ends his article by saying, “Armed with a big picture view of your business and great technology, customer service can be your fastest path to company growth – don’t wait to get started!”
Companies Need to Reconcile Customer Interaction Priorities [ventanaresearch.com]
The statistics cited in this article clearly suggest that a tremendous number of CX improvement opportunities are being missed because the industry is focusing on the wrong set of metrics. For example, 64% of the companies surveyed use the average length of call as their major metric, but only 44% maintain customer experience scores.
This indicates that more companies are seeking improvement by bettering an internal metric than by listening to and measuring what their customers are saying.
The author, Richard Snow, VP of Ventana Research, laments the fact that focusing on a call length benchmark demonstrates that things haven’t changed a great deal in the last 25 years. We’re inclined to agree. However, one significant change he does see is that more importance is being placed on employing new kinds of analytics. These allow companies to improve their analyses, their reports, and their dashboards because they can be based on more sources of data. As a consequence, companies are finding it easier to produce more customer-based and outcome-focused metrics. This will ultimately result in more companies adopting next generation WFO (Workforce Optimization) systems that support improved processes and integrate interaction-related activities with one another.