Workforce optimization
Workforce optimization uses all aspects of the complete workforce management life-cycle and provides key insights into how its workforce is performing, with a focus on customer experience. Workforce optimization includes automating entire processes, making key data more visible to support better decision-making, ensuring compliance on relevant legislation and solving business problems related to staff.[1] It is used by contact centers to make convenient communication with customers, such as text messaging support.[2]
The strategy ties together the human resources, operations and IT departments of a business. Workforce optimization manages the performance of staff to understand the impact on both operational efficiency and the customer experience.[3] Companies use VoC insights to improve customer experience, which increases the effectiveness of its agents and builds customer loyalty.[1]
References
- ^ a b Jason Napierski (27 June 2014). "3 Keys to Workforce Optimization in the Call Center". Call Miner Eureka. Retrieved 11 May 2016.
- ^ Rich Weborg (2 April 2016). "Why Texting Is a Great Match for Workforce Optimization". Customer Think. Retrieved 11 May 2016.
- ^ Oren Smilansky (March 2016). "The 2016 CRM Service Leaders: Workforce Optimization". DestinationCRM. Retrieved 11 May 2016.