MANAGING THE NEW NORMAL WORKFORCES AUTOMATION , NEW CHANNELS , WFH , AND THE GREAT RESIGNATION ARE SHAPING WORKFORCE MANAGEMENT . BY BRENDAN READ
ILLUSTRATION PROVIDED BY OLYAOK - ADOBE STOCK
Providing excellent customer service , support , sales , and billing relies on having the right numbers of the skilled contact center agents at the right times . But ensuring that critical task is accomplished successfully appears to be challenging in today ’ s new normal .
For insights , we reached out to the suppliers of workforce management ( WFM ) solutions . Here are our conversations with Trudy Cannon , Director of GTM Strategy for WFM , Verint , Daryl Gonos , CEO , CommunityWFM , Dave Hoekstra , Product Evangelist , Calabrio , and Dana Shalev , WEM Product Marketing Director , NICE .
WORKFORCE MANAGEMENT IS NO LONGER ISOLATED TO FORECASTING , SCHEDULING , AND AGENT ADHERENCE .
WHAT ARE , AND RANK , THE TOP TRENDS IMPACTING THE DEMAND FOR , USE OF , AND FEATURES SOUGHT IN WFM AND THEIR DRIVERS ?
TRUDY CANNON ( TC ): Most brands and their contact centers are struggling with the same challenges . Namely addressing the explosion in digital channels to deliver customer service and meeting employee expectations for work schedule flexibility as they increasingly choose to work from anywhere .
These are the key trends impacting the demand for WFM solutions . In fact , according to our research
42 % of companies identified WFM as a key investment to better manage a disconnected workforce and improve customer engagement .
Digital customer engagement channels have existed for decades . Before , you could get away with smaller teams using one-off tools to handle customer inquiries via phone , chat , and email . The challenge is that organizations lose efficiency when actively going outside the broader engagement platforms to access each tool .
40 CONTACT CENTER PIPELINE