Think Strategic – Workforce Optimization – Get it Working for Your Organization

288042055Over the past few years there has been a great deal of focus and discussion on the operational benefits of a Workforce Optimization (WFO) solution and how it can improve the efficiency of a contact center, but little, if any, discussion of the benefits derived from its inclusion in strategic planning and execution. Leveraging WFO in the strategic planning process can significantly increase your organization’s competitive advantage and profitability through:

  •  An improved customer experience
  •  Increased customer loyalty
  • Greater employee satisfaction
  • Decreased operational costs
  •  More effective marketing campaigns
  • Better products

This paper examines three major elements of WFO: Analytics, Quality Management and Workforce Management, and discusses how and where to incorporate them into your strategic plan.  Think Strategic – Workforce Optimization – Get it Working for Your Organization.

Score: Lexmark 0 – Brown’s 10

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A few weeks ago, I had two very contrasting customer experiences.  Both experiences got me thinking about what makes a customer truly stay loyal. I have a little brown package that I keep on my desk – it contains a … Continue reading

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SHIFTING THE LOYALTY CURVE – I just read this most interesting excerpt from the Sales, Marketing, And Communications Practice, Customer Contact Council®.  The focus of their paper is what makes customers more “loyal” and they provide a clear differentiation between … Continue reading

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Where Should a Contact Center Invest?

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Where Should a Contact Center Invest in 2013? The Contact Center world is certainly a complex world, with a myriad of issues, opportunities and limited budget.  So the question we’re asking you here is where do you or should you … Continue reading