June 6th, 2014 by Leonard Klie

In a new report, Aberdeen Group suggests that while personalizing sales and marketing conversations can help you acquire new customers, it is your agent performance and productivity that ultimately determines whether those customers stick with you. And to ensure that agents are working at optimal levels, workforce optimization (WFO) solutions are a must.

“WFO programs in the contact center are a key ingredient impacting overall service delivery efforts as well as customer satisfaction,” Omer Minkara, senior research analyst in Aberdeen’s Customer Management Technology practice, writes in the report, titled “Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance.”

According to Minkara, there are four building blocks to good customer service: Optimizing agent scheduling, streamlining process and organizational management, maximizing training results, and optimizing performance for continued improvements.

Beyond the basic WFO solutions, Minkara also recommends that companies look to tools for time and attendance management, intraday management, call recording with speech analytics, automatic contact distribution, and database management.

To get the most out of a WFO program, Minkara also recommends that companies consider agent productivity and performance as investments toward better customer service, incorporate multichannel capabilities into their activities, and rely on customer behavior and feedback as key indicators to overall success.




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