When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. In fact, the customer experience is impacted not only by the front lines of your contact center workforce but by individuals at every level of your organization. Customers, agents and the enterprise share the common goal of great customer service. However, it’s vital to remember that they also have other goals that are very different from each other. WFM provides such comprehensive insight into workforce operations, and such granular control over agent scheduling and monitoring, that decisions and goals can be finely tuned in order to address the Priorities of All CX Stakeholders.
Whether your organization is considering implementing a new WFM solution for the first time or upgrading to a solution that better meets your needs, there are several questions you’ll want to be sure to have answered during the discovery process. Download our latest eBook to get started and learn what industry leaders say they look for in a workforce management solution