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Running a business means serving the customers when they call for help without keeping them waiting. 50% of customers, according to a trend report by Zendesk, want a response in less than 5 minutes. Moreover, customers prefer and have high expectations to receive a quick solution via call than any other means.
All these suggest that you need to have your contact center filled with agents and also utilize workforce management to keep your customers satisfied.
Get a free demo with our call center experts. See what Voxco can do for you!
Workforce Management is a procedure used by organizations to improve the productivity of the agents and performance efficiency. WFM ensures that employees with proper skill sets are staffed at the right time to tend to the customer’s needs. A goal, “service-level”, is set by contact centers to establish what they want their agents to respond to the customers and solve their queries.
Contact centers are a part of the industry that is continuing to grow and become complex. However, there are 41.3% of call centers still operating without WFM, according to Dimension Data. These call centers are still manually scheduled using a spreadsheet which was widely used until recently to create static schedules.
However, the call center agents have a diverse and increased workload than before. They have to handle different types of transactions throughout the day through multiple channels. The spreadsheet cannot serve the increasing work and nor can it meet the needs of customers.
Workforce Management can help the contact center efficiently and benefit the organization as well.
While the spreadsheets have become outdated, the advanced Workforce Management software offers constant support to the call center and the agents. WFM is designed to improve scheduling, enhance the engagement of agents, and efficiently optimize workflow and reporting.
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Démystifier le processus de recherche exploratoire avec Voxco PARTAGER L’ARTICLE Table of Contents Suivre le processus de recherche exploratoire de façon adéquate est plus important
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