Managing the workforce to be both efficient and effective will pay every contact center operation great dividends. Contact center agents are the decisive factor in making or breaking the customer experience. Understanding what drives inefficiencies and training your workforce accordingly will help increase first contact resolution and reduce average handle times.

Equipping your operations team with the right technology can also help to automate tasks that were previously handled manually, while providing more detailed and actionable data to continuously improve key performance indicators.

Let’s take a look at 10 strategies that every modern contact center should execute on when it comes to effectively managing and optimizing your workforce – see below:

Genesys Workforce Optimization

To understand the relevance of each strategy and in what order you should implement them depends on many factors. In general, when ranking these strategies, it helps to ask yourself these questions:

  • Will this strategy help improve any of my key performance indicators?
  • Will this support a multi-channel contact center and customer experience strategy
  • Is the return (KPI improvement) worth the investment, a strong business case?
  • Does the current technology deliver the best results? How big is the gap?
  • How much time will it take to get this strategy implemented in my organization?
  • Do we have the right expertise or would we need to include a managed service from the vendor to maximize the capabilities of the technology?
  • Do we need to include other parts of the organization like back offices or branch offices, marketing or sales?

Often, investing in integrated workforce optimization technology yields strong results, both to increase efficiency within the organization, as well as in optimizing customer experience metrics such as Net Promoter Score. In the end, they both have a huge impact on the customer experience!

For more detail on the 10 strategies, download our eBook titled Top 10 Strategies for Modernizing Workforce Optimization today. You can get it here!

Follow me on twitter: @stefancaptijn

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.