Two Simple Ways WFM Can Improve the Customer Experience

Call centers often struggle with long wait times, call transfers, and other challenges that impact the customer experience. Your Workforce Management strategy can play a key role in transforming the way you engage the customer.

Want to get the right person to answer the right call at the right time with the right solution for the customer? Here are a couple of places where we see companies making headway: Call routing and Long-term planning.

You greatly increase your odds of delivering an exceptional customer experience when you route a call to an employee with relevant knowledge and skills. The trick is to know exactly what skills each agent possesses—otherwise your routing is more random. Most WFM solutions bucket employees into skill groups, essentially assigning a broad skills category to a broad group of people. But, more companies are now pushing for precision on this front by defining the exact knowledge and skills for each individual. Now, when you have a high net worth (or at-risk) customer on the line, you’re not routing them to someone in a relevant skill group, but to someone you know is a black belt in the customer’s specific issue.  

Accurate call routing helps in the moment, but there are ways to be more proactive too. One example is long-term planning. No doubt your operation has some seasonal variations, or bursts in demand that you know will follow certain product and service launches. If you know about those events weeks and months in advance, you should be able to forecast demand weeks and months in advance. In our experience, too many companies can only forecast a few weeks ahead, so they are often caught unprepared for these surges. Find a way to forecast months out and you can make sure your scheduling and skills are ready for the customer.

As companies put more emphasis on delivering a great customer experience, WFM has a huge role to play. By using WFM data to improve routing in the moment, and long-term planning to meet bursts in customer demand, WFM becomes more visible. How else are you tying your WFM practices to the end customer experience?

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