Workforce Management Featured Article
Adherence, AI, Integration Key to WFO
It’s clear that enterprises around the world find value in contact center workforce optimization solutions. That according to DMG Consulting, which says WFO grew 4.6 percent last year, with a five-year CAGR of 5.2 percent. It adds that artificial intelligence and automation “will drive substantial changes in WFO solutions and the competitive landscape” going forward.
Indeed, artificial intelligence, automation, machine learning, and natural language processing are gaining interest and adoption on a number of fronts. They can make business communications and collaboration, marketing and sales, human resources efforts, and contact center and customer care more effective and efficient. That’s why TMC (News - Alert) is staging The Future of Work Expo early next year in Fort Lauderdale.
Beyond these technologies, there are a few other things businesses should look for in their WFO solutions. Here’s a quick rundown of some of them.
Obviously, WFO software should be able to generate schedules so you have the right agents in place at all times. This kind of software also can help you adjust to unexpected circumstances quickly and efficiently. And it can assist your organization in making sure breaks and training are not scheduled during peak call center traffic times.
WFO solutions should be easy to use so managers can meet business requirements. Organizations that opt to give agents access to WFO solutions so they can input schedule requests digitally and swap shifts with coworkers may also feel empowered, which could potentially help prevent agent frustration and thus lower worker churn. And that can in turn support the business by keeping more experienced agents and decreasing call center recruiting and training costs.
WFO suites also should be able to generate reports so you have the information you need to make decisions and changes, and effectively communicate what’s happening and train personnel to deliver best results.
Plus, these solutions should support agent monitoring and recording to support real-time adherence. That should include keeping track of when agents arrive for work, when they take lunch, leave for and return from breaks, and when they leave at the end of a shift. WFO also can address factors such as after-hours work.
Additionally, WFO suites should also be able to integrate with your existing business systems. That way your business can leverage its existing customer service investments and other enterprise software. Workforce optimization software should also be able to run parallel with your hardware solution until you’re able to migrate over to the new system.
Edited by Maurice Nagle
