Workforce Management Featured Article
Is the Customer Experience More Important than the Cost of Workforce Management?
Is the customer experience a priority in your contact center? There are a number of different posts online that boast the importance of the customer experience and campaigns that can launch the right thinking incorporated into workforce management. When such campaigns are a necessity, however, you’re missing the mark. The customer experience should always be a priority and never just a gimmick.
According to Monet Software, a provider of workforce management solutions, there should never be a time that the customer experience isn’t a priority. In 2015, however, there does seem to be a renewed focus on this area. Companies are searching for resources that support this line of thinking and direct the right usage of information and talent in order to keep everyone on the same page.
Monet Software is often considered an important asset in the development of such programs, offering workforce management solutions such as the WFO Live, which recently received the CUSTOMER 2015 Product of the Year from TMC (News - Alert). The cloud-based solution enables companies to launch initiatives that keep the entire team focused on the importance of the customer experience and what it means for the bottom line.
Of course that bottom line question is often top of mind. The contact center is already a cost center for the organization and adding a solution to the list can be met with resistance from those who hold the purse strings. While leveraging a workforce management solution in the cloud already has a strong value proposition in terms of cost, the value to the bottom line has to be demonstrated in order to get the right support.
This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial challenges second could help drive a positive outcome in the end. This may appear to be backwards thinking, but consider the contact center that drives the quality customer experience. The center has more customers to engage with because they’re doing it right. This drives revenue and keeps the cost of every call at a minimum as customers are happier.
The happy customer is more likely to advocate for that brand and drive additional business. The excited individual who then becomes a satisfied customer is quickly follow suit, turning additional revenue opportunities into an exponential situation. When this happens, the cost of customer care is not an issue – it’s instead considered a necessity to keep the revenue and profit dollars strong. It’s the perfect argument for workforce management software and sure to drive much faster approval rates for contact center managers looking to make a difference.
Edited by Stefania Viscusi