The state of your contact centre workforce is directly linked to customer satisfaction and business success. Research suggests that “happy employees equal happy customers” is more than a cliché – by investing in agent job satisfaction and more sustainable workforce utilisation, you could significantly boost your CSAT scores. According to the report, when job satisfaction among agents was between 40 and 60%, customer satisfaction also remained low. However, an increase in job satisfaction to 70%, 80%, and then 90% was accompanied by a corresponding rise in customer satisfaction.
That’s why adopting a workforce optimisation (WFO) solution is so important. It can guide agent utilisation in a manner that you meet performance targets but do not compromise on agent job satisfaction or work-life balance. As your business grows and you embrace a multifaceted customer service ecosystem – spread across multiple channels, shifts, and support locations – WFO is key to effectively orchestrating this entire machinery.
Here are five reasons why WFO makes a massive difference in 2021, in particular:
1. Agents want greater empowerment amid complex working conditions
The sudden shift to remote work has upended contact centre operations, and, in many ways, has changed the workplace culture for agents. They are more likely to seek flexibility in schedules, which was perceived as the no.1 benefit of home working. WFO allows agents to choose their shifts, working around their unique productivity habits, and personal obligations. This is all the more important in 2021, with WFH continuing to blur the lines between work and life.
2. Customer reliance on contact centres has increased
In the face of restricted store timings and reduced face-to-face interactions with brands, customers are relying on contact centres more than ever. WFO equips you to meet unpredictable traffic spikes, maintaining your natural service levels. This is crucial specifically for essential service providers, like utility companies, banks, educational institutions, and government agencies.
3. WFO can help to reduce costs while maintaining productivity
