Nipping at your heals are the goals to reduce costs and increase the efficiencies of your operations and workforce. Biting at your toes are corporate demands to bring service levels up and make your customers happy.
If you don’t manage to do both at the same time, you just might find yourself swimming with the sharks!
… And as if that weren’t enough…the more channels of communication you offer to your customers, the more complicated it becomes!
Did you know?
74% of consumers use more than three channels to get their questions answered or their issues resolved. The more channels offered to customers, the more challenging it becomes to deliver superior customer experiences and consistently meet service levels.
The question is: How do you increase efficiencies, and help your employees deliver the kind of service your customers deserve at the same time?
Many traditional workforce management solutions were built in the “voice-only era” and often fail to deliver on the requirements of a modern multi-channel contact center. Often, each channel is managed in isolation and employee data and skills are maintained in multiple systems. Obtaining and integrating this data in order to forecast and schedule resources appropriately requires a lot of manual work and time, and increases the likelihood of errors and inefficiencies.
Are your employees up to the task?
According to independent research, 57% of businesses surveyed felt their ability to provide consistent cross-channel experiences to their customers is lacking.
Having a cross-channel workforce management strategy could be the lifeboat you need to make your service levels surge!
To learn more, join us for our upcoming global webinar on September 10 titled, Want to See Your Costs Drop & Your Service Levels Surge? Find Out How with Cross-Channel Workforce Management! We’ll show you how leaders are facing these challenges head-on, enabling them to:
- Improve service levels
- Increase customer satisfaction
- Improve employee engagement and retention
Register today for one of four global webinar sessions: