In my earlier post, I looked at what growth trends are driving workforce optimization expansion. In this post I’ll point to some things to look for when implementing a WFO solution.
The first bit of advice is to look closely at how you are interacting with the customer – who in your organization is interacting directly, who is interacting indirectly, what is the “customer value chain” and who are the people within that chain? Start by assessing your current state and establishing the goals for individuals and teams and think beyond traditional metrics. Focus on the customer outcome and what’s relevant to the customer and your business and then identify the drivers and the metrics that you should track that will support your goals. This important step will help you find where you need to focus on first. But we encourage our customers to continually re-visit the process and use technology to dig deeper into the drivers behind those goals. This deep analysis often uncovers best practices and provides a blueprint for workflow automations that make these best practices standard operating procedures.
So what should you and what shouldn’t you do when implementing a WFO solution? Here are a couple of things to consider:
- Leverage all of the data that you have. Don’t neglect or ignore enterprise sources of customer insight such as CRM, Salesforce.com, etc.
- Think about what matters to your customer and business. Don’t create a KPI based on “this is what we’ve always done.”
- Don’t neglect the human side of workforce optimization. Make everyone a part of the overall improvement process, not just management, but the agents as well.
- Have a closed loop system that is continually re-visited. Don’t treat WFO as a one-and-done technology implementation
- Look at your business holistically. For example, correlate Quality Scores and Agent Productivity together to identify those trends that may not be obvious, potentially revealing hidden best practices. Don’t compartmentalize your analysis or rely on single-dimensioned views
While point solutions for the capabilities that are the foundation of WFO may be powerful, it is the synthesis and the ability of the capabilities to work together and inform the many processes that touch the customer that yield the maximum value in a WFO solution. optimization to this channel and make it part and parcel of the options customers have for communicating with your contact center.
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