When it comes to looking inside a company’s business operations, it’s a common to see the obvious missing link between the people and technologies supporting businesses processes. John Seely Brown (Former Chief Scientist at Xerox) aptly stated, “Processes don’t do work, people do.” Too often, we see the technology supporting customer experience (CX) processes predominately focused automation vs. the critical human elements of how people can best deliver the best business outcomes for the end customer – and the company.
Working closely with businesses across the Asia Pacific region, I am all too familiar with the cry for increased collaboration across the company and its departments. The disconnect between people and processes – from the front office to the back office – is now becoming a recurring issue, creating challenges for business operations to effectively manage the workforce, while ensuring the right overall business outcome for the customer. Lack of visibility of work status, incorrectly allocated work, poor skill management, employee cherry picking, and excessive re-work are just a handful of the challenges that lead to negative output for the business – and negative experiences for customers.
Humanize the Way Work is Managed
To overcome this scenario inside your company requires innovation, as well as a re-engineering of business operations. The opportunity? Drive an improved and more efficient customer journey that better utilizes your organization’s precious resources. As customers demand more efficiency and speed from companies, now more than ever is the time to organize your people around your business and your customers – and not be hamstrung by multiple workflow, BPM and CRM systems that force you to organize your people around technology.
When it comes to creating operational efficiency today, leading companies are looking to enterprise workload management to orchestrate and intelligently distribute the human work tasks to be completed in alignment with the customer SLAs. Workload management humanizes the way work is managed and bridges the gap between people and the various technologies supporting processes across an enterprise. Workload management approaches go one step further than today’s CRM and BPM systems by providing added intelligence to help you prioritize and assign tasks in a more accurate and effective manner. According to Frost & Sullivan, workload management provides “a response to the business need for intelligent assignment and monitoring of work based on skills, availability, service levels and priority.”
So, what makes Enterprise Workload Management different? Below are some of the unique elements of an effective Workload Management strategy that today’s solutions enable:
- Real-time visibility into work backlog and customer outcomes
- Allocation of work based on people’s skills and presence
- Team leaders to become people managers, not robotic task assigners
- The business to be organized around people skills, blending work from multiple sources
- The collection of accurate data on task handling time (not standard times) and complete visibility into workforce effectiveness and employee utilization
The above elements result in increased productivity, improved accuracy, better SLA adherence – and most importantly workforce visibility and improved effectiveness to ensure work gets done for customers on time!
Want to learn more? Take the first step on bridging the gap with enterprise workload management by reading our newest whitepaper titled, Improving Workforce Visibiltity and Workload Management by Bringing Together People and Technology. You can get it here!