"There is a huge amount of customer impact in the back office. If we can make that happen more efficiently through workforce management...[it] drives better performance in the back office and ultimately a better customer experience."
Investments into new management strategies and technologies often must pass the "if it ain't broke, don't fix it" test. With budgets tight and cost-efficiency revered, businesses may hesitate to implement solutions like workforce optimization out of hubris--if nothing is blatantly wrong with the status quo, why devote money towards betterment?
By the same token, those who recognize gaps in their strategy might not believe specific solutions will carry enough measurable, attainable benefits to justify reparational investment.
In both cases, leaders are turning blind eyes to the realities of their workforce management situation. Significant gaps and inefficiencies exist in operations, notably in those for the call center, even when everything on the surface appears fine. The bridges to those gaps, meanwhile, are more than mere gimmicks. They offer tangible impact on the bottom line and customer experience, and thus represent improvement no business can afford to turn away.
Craig Seebach of Verint joins Customer Management IQ in this exclusive podcast, which details the realities of workforce optimization and how businesses can close the door on their existing failures and reap tangible rewards for doing so.
And, for more information on workforce optimization's role in productivity, check out this !