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CRMXChange Discusses Workforce Optimization Best Practices

May 25, 2017
By Andrew Bindelglass - Contributing Writer

In today’s business climate, every organization is looking for an extra edge. Any aspect of the company where costs can be cut or time can be saved is now more important than ever, as businesses look for any way to maximize profit. This is especially true for contact centers, which are key to business success due to their customer interactions, but can also become pits of inefficiency when not managed correctly.

New developments in the world of workforce optimization have thus become a key focus for many contact center managers. As data analytics become more and more sophisticated, businesses are relying on these platforms to identify best practices for script and support planning with agents. Data analytics can also be used to predict the ebb and flow of contact center traffic, making it easier for businesses to ensure that they always have enough agents on hand to deal with any issues while at the same time not overstaffing and thus losing money. These information gleaned from all this data can give businesses a much better insight into the customer experience, and demonstrate to them how best to meet their needs.

Businesses are also now realizing that quality assurance and workforce optimization have to become a much more singularly managed endeavor. Whereas quality assurance, shift scheduling, and switching, were in the past all focuses of separate departments, businesses are now realizing that the power of data analytics allows of of these things to be managed by a single entity with all of that information at their disposal. This is causing many businesses to rethink how they approach workforce optimization.

CRMXChange has made these new developments in best practices the focus of their upcoming Virtual Workforce Optimization Conference, which will be held from June 5th to the 16th.

"Contact center responsibilities were typically handled by different departments. One team took care of quality assurance, another conducted training, and yet another created agent schedules. A disconnected approach no longer works in complex, omnichannel environments," stated Sheri Greenhaus, Managing Partner of CRMXchange. "We've shaped this dual-track conference to encompass all aspects of Workforce Optimization. Participants can take advantage of the benefits of an on-site conference without any registration fees, travel costs or time away from the office.”

Increased sophistication of data analytics and workforce optimization software has allowed the practice to become much more consolidated, with all of the information being processed by one entity. This results in less moving parts, less mistakes, and greater efficiency. 

Edited by Maurice Nagle

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