• Customers expect their contacts (i.e. calls, e-mails, chat sessions) to be answered quickly.
• Customers expect to deal with somebody with enough skill to respond to their needs.
• Customers expect cheerful, motivated, and responsive interaction.
Hitting that sweet-spot of cost-driven operational improvements and excellence in service quality is what workforce management (WFM) is all about, and in order for WFM to be a successful endeavor, its presence needs not only to empower managers, but individual agents as well. Sounds like common sense, does it not? Surprisingly, this is more of a guerrilla mindset than one would think. With WFM processes, tools, and technology focused on agent empowerment and customer experience, the most significant challenges facing contact center managers today become solvable, simple problems. A robust and effective WFM implementation should: