Workforce Management (WFM): Benefits, Best Practices, and the Importance of Customer Service Outsourcing Solutions
“As Commerce and eCommerce (i.e. eBay Sellers, Lazada Sellers, Shopee Sellers, Online e-Commerce Store Sellers, etcetera) businesses alike — regardless of the industry — are met with new product/service demands, there’s a grand need for companies to consider the various benefits that the utilization of workforce management (WFM) platforms provides in reference to maximizing on customer service representative (CSR) efficiency and effectiveness throughout the work-day; WFM provides an ease of management when it comes to efficiently scheduling the right CSRs to meet the flexible demands of customers at every hour of every day. While WFM can effectively help businesses in-house to forecast contact volumes by channel or via specific interactions, to save costs while staffing during each term, to produce schedules, and to analyze and report data that allows management to successfully deliver on its goals, our very own Callnovo Contact Center can actually simulate the process for them and likewise provide strong 24/7/365 customer service outsourcing solutions that guarantee that businesses do not have any lapse in service while meeting the high demands of their customers at a very efficient cost.”
Workforce Management (WFM): The Need to Meet Rising Customer Service Demands
As we have all recently entered into the year of 2021, it has now become more important than ever for businesses — e-Commerce or not — to start thinking about how to better meet the demands of their customers; as most global sales markets — such as China, the United States, Thailand, Indonesia, Vietnam, etcetera — have been recovering from the COVID-19 pandemic due to more significant customer demand for products/services, it’s clear that customers are likewise looking for businesses and corporations to provide customer service that meets higher customer expectations and that provides a stronger quality of service. According to recent research, approximately 59% of worldwide consumers and growing — regardless of the market — now care more about the quality of their customer experiences when they decide what company to support or purchase from than they do on simply receiving the products/services that they have need for; furthermore — and more significant — is the fact that 38% of consumers feel the same as they did before the coronavirus pandemic with regards to the importance of customer service quality. In other words: customer experience is now practically dictating sales success.
WFM Software: Advantages and Best Practices
When it comes to providing a fuller customer service experience that not only successfully meets consumers’ commerce/eCommerce demands — but, that also entices customers to continue being loyal to their favorite brands, Workload Management software can provide many advantages to reaching that goal, building stronger customer acquisition and customer retention rates as customer service teams sufficiently meet the high demand of customers looking for pre-sales and post-sales support for product inquiries, service inquiries, shipping and handling issues, refunds or product returns/product exchanges, technical support, etcetera. As these benefits can effectively increment the quality of customers’ service experiences, effectively providing for companies a stronger competitive edge in the global sales market, let’s take a look at some of those benefits — as well as work-shift management best practices — below.
Advantages of WFM Software
Workforce Management platforms can improve customer experiences with some of the following advantages:
- Efficient Scheduling and Forecasting Accuracy
- Compared to the old means of scheduling employees via the re-keying and manipulation of spreadsheet data — which is time-consuming, extremely stressful, and can run the risk of errors — WFM software can…
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