Tips for Workforce Management Success
Success is defined a number of different ways in the global marketplace. It also varies according to individuals working specific jobs. What motivates and satisfies one person may not apply to the person in the next office. For those who want to optimize workforce management, it’s important to understand these challenges and what individuals need in order to succeed.
This was the topic of a recent blog posted by workforce management solutions provider Monet Software (News - Alert). For the call center agent, expectations generally center on engaged, alert and up-to-date agents who are ready to give 100 percent each and every day. This is all well and good, but the call center must also be prepared for helping these individuals reach these levels on a consistent basis.
According to the workforce management solutions provider, there are two areas where the call center can take action as a way to boost productivity and make the business more efficient. The first is to ensure the provision of information where they want it and when they need it. Successful call centers are driven by technology and data, captured and managed through key performance indicators (KPIs) in order to gauge how well the center is doing in customer service. This approach also applies to the optimized knowledgebase that makes it easier for agents to deliver great service through quick access to customer information.
It’s also important to make training materials easy to retrieve so that all agents can review proper procedures as necessary. This encourages them to self-monitor their own performance, which can lead to better outcomes. Online collaboration platforms can also lend value, providing access to coworkers who may have better resources or easy answers to questions agents are trying to solve.
Beyond information, it’s also important to provide stress relief. Breaks are one thing, but agents need to be encouraged to leave their desks, stretch, raid the snacks in the refrigerator, etc. Whatever can help them disconnect for a few minutes and breathe without the pressure of the phone ringing, customers demanding, etc. The point is they need to take care of themselves so they can take care of customers. The goal of workforce management is to ensure this happens on a regular basis.
Edited by Alicia Young