Imagine an ideal scenario where a customer engages with a contact center. The agent cheerfully answers the phone and quickly has all the customer’s information on their screen. The agent is able to answer the customer’s questions in a timely manner with confidence and competence. The issue is
resolved and the interaction only takes a matter of minutes. A courteous follow-up email is sent even though the customer is happy and satisfied.
Sounds simple, but for this interaction to take place a number of steps had to be put in place first:
- Appropriate staffing and scheduling to ensure timely agent availability.
- The agent must be trained and knowledgeable.
- The correct tools must be at the agent’s disposal exactly when needed.
- The agent must be content and happy, which will reflect onto the customer.
However, with the rise in complexity of inbound requests, channels, and technology platforms agents must become familiar with, it is becoming harder for agents to deliver an excellent customer experience. There are more tools and technologies than ever before; what was once intended to simplify an agent’s workload is increasingly complicating it.
Included in this Contents
- The Tenets of Great Workforce Management
- The Importance of EX in WFM
- How WFM Impacts Contact Center and Customer Success
- CX Tech Trends for WFM and EX
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