How Workforce Management Drives Employee & Customer Success
Imagine an ideal scenario where a customer engages with a contact center. The agent cheerfully answers the phone and quickly has all the customer’s information on their screen. The agent is able to answer the customer’s questions in a timely manner with confidence and competence. The issue is resolved, and the interaction only takes a matter of minutes. A courteous follow-up email is sent even though the customer is happy and satisfied.
Sounds simple, but for this interaction to take place a number of steps had to be put in place first:
However, with the rise in complexity of inbound requests, channels, and technology platforms agents must become familiar with, it is becoming harder for agents to deliver an excellent customer experience. There are more tools and technologies than ever before; what was once intended to simplify an agent’s workload is increasingly complicating it.?
“The problem is two-fold. As societies advance technologically, so do the products and services they consume. Generally, more complex products require more complex support in order to be maintained. This burden of increased complexity often falls on our front-line customer service agents.”
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- Aaron Glover?ibex, SVP of Workforce Management
So how do we embrace technology while at the same time overcoming complexity? The answer is to have a clear plan for supporting agents and contact centers well before your first customer contacts start rolling in.
This is where Workforce Management (WFM) comes in. Click the link below to discover:
Administrative Assistant at ibex
2 年Am interested
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AUTO COM VEHICLES SALES
2 年please give me job
Empaquetador y etiquetador en DeliPollo, S.A.
2 年Hola buenas noches no se hablar inglés pero me urge trabajar no tengo experiencia solo en otras áreas ya que solo trabaje en una empresa clasificando y etiquetando productos sin contrato ni nada y vendiendo eskimo pero quiero superarme y ver si alguien puede ayudarme yo estudio los sábados llevo 4to a?o de secundaria tengo 2 hijos y tengo 23 a?os aprendo rápido será que alguien puede ayudarme dándome trabajo me interesa mucho trabajar en Ibex talvez alguna campa?a en espa?ol o de limpieza se los agradecería mucho ????
Lead Real Time Agent @ Qatar Airways || Forecasting & Planning || Supply Chain Management || Procurement
2 年Agreed, WFM is the liaison between all the departments for smooth operations.