Breaking Out of the Contact Centre: Workforce Management for the Whole Enterprise
In this report based on interviews with WFM practitioners and the leaders who employ them you will discover how to:
- Use WFM as a tool for boosting both customer and employee satisfaction,
- Align your workforce and resources with your business objectives,
- Optimise efficiency across multiple departments, not just the contact centre,
- Select and hire people with the right skills, including how much you should pay them,
- Deploy the latest WFM technologies to automate much of the process and gain deeper insights into how your business operates.
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Breaking Out of the Contact Centre: Workforce Management for the Whole Enterprise
In this report, supported by Verint, and based on interviews with WFM practitioners and the leaders who employ them you will discover how to:
- Use WFM as a tool for boosting both customer and employee satisfaction,
- Align your workforce and resources with your business objectives,
- Optimise efficiency across multiple departments, not just the contact centre,
- Select and hire people with the right skills, including how much you should pay them,
- Deploy the latest WFM technologies to automate much of the process and gain deeper insights into how your business operates.
Fill in your email address and we'll send you a copy ...
The expanded functions of WFM
WFM is no longer just about allocating resources most efficiently in the contact centre. Modern WFM practitioners are using the latest analytics software and machine learning to optimise resources across the enterprise, with a focus on improving CX and EX. In this economy, only by applying the principles of WFM - and the data it uncovers - are organisations able to make the most of their resources and support their growth.
Careers in WFM
What skills do modern WFM practitioners need? Looking beyond the traditional roles of forecasting, scheduling and intra-day management - much of which is becoming automated - WFM people need to be more analytical, business-minded, strategic and customer-focused. The report also looks at the evolving salary expectations for these increasingly business critical roles.
Technology transformation
Advances in AI and machine learning are taking WFM technology to the next level. When fully integrated with the contact centre, back office and other line of business systems, many of the traditional WFM processes can be automated. WFM analysts can then focus on making the whole enterprise more efficient and customer-centric.