Over 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.