A new whitepaper from enterprise research firm Aberdeen Group finds that contact centers with higher levels of customer satisfaction and worker performance are more likely to use engagement tools such as surveys, eLearning tools, and attendance management. The report, which outlines how contact center workforce optimization (WFO) can enhance the performance of employees, makes the case for a number of engagement strategies for these specific types of workers.
The study points out that the priorities of contact center WFO has changed in just the past two years as businesses work to provide better service while managing unpredictable levels of customer traffic. In a May 2014 survey of 83 companies, Aberdeen found that the top goal was “Improve the quality of customer interaction,” which was selected by 59 percent of respondents. This was a sizable increase compared to a similar survey in 2012, in which just 32 percent cited that as a top objective. The opposite dynamic can be seen on the goal of “Improve forecast accuracy in predicting call volumes” where just 19 percent pointed to it this year, while more than double that (43 percent) had cited it as a top priority in 2012.
To help tackle these priorities, the report contrasts the engagement tools used by top-performing companies (“Leaders”) and those of lagging “Followers.” The findings reflect that strong-performing companies are much more likely to adopt a number of engagement efforts. For example, while 75 percent of Leaders use employee engagement surveys to assess worker satisfaction, just 44 percent of Followers do the same. Likewise, while 70 percent of top companies use eLearning tools to help train their employees, that is true of just 49 percent of Follower companies.
“Contact center WFO programs today are about more than just scheduling the right amount of agents and matching customer issues with agent skills,” concluded Omer Minkara, senior research analyst for Aberdeen Group and the author of the report. “While those are still important to create a top-notch WFO program, the leading contact centers build their efforts around improving the customer experience across every touch point.”
The complete whitepaper can be downloaded for free here.
Originally posted By Alex Palmer: incentivemag.com