10 Workforce Optimization Statistics You Need to Know

Posted by John Rake

7/23/15 1:22 PM

workforce_optimization“Workforce optimization” (WFO) software—technology that facilitates agent coaching and training through such things as educational lessons and interactive exercises in order to strengthen personal development skills and customer interactions—should without question be part of contact center managers’ customer service strategies. After all, our research shows that 80 percent of companies believe they deliver superior customer service when only 8 percent of consumers agree. WFO software has emerged as a vital tool for bridging this gap within the contact center.

In a May 2015 report the Aberdeen Group polled contact center executives in order to discover the true benefits of WFO software. Does the technology truly help strike a balance between meeting both customer and agent needs? Here are 10 statistics from the report that will convince you the answer is a solid yes:

  1. Companies that use WFO software see year-over-year improvement in agent productivity; competitors not using WFO software see continual decreases.

  2. Companies that use WFO software are 60 percent more likely to empower agents with customer insights that are captured across multiple communication channels.

  3. The No. 1 goal that influences contact center WFO programs is the “pursuit to delight customers.”

  4. Companies that use WFO software are 53 percent more likely to use customer feedback data when gauging WFO activity results.

  5. Top reasons for implementing WFO software within the contact center, according to respondents, include: to improve customer experience results and consistency (93 percent); increase agent performance and productivity (81 percent); lower operating costs (80 percent); reduce customer effort for issue resolution (75 percent); and improve brand loyalty (69 percent).

  6. The top benefits enjoyed by WFO leaders include: improved first contact resolution rate (84 percent); year-over-year increase in customer satisfaction (5.8 percent); year-over-year increase in agent productivity (7.9 percent); and year-over-year improvement in average handle time (3.2 percent).

  7. WFO leaders saw annual increases in revenue related to cross-selling and upselling, as well as a 13.8 percent annual increase in the number of positive social media mentions of their brand, products or services.

  8. Customized training and re-training, based on individualized assessments, is crucial for creating a successful WFO strategy; 41 percent of contact center managers surveyed by Aberdeen agreed with this statement.

  9. Sixty-two percent of managers provide their agents with learning materials in order to maximize their idle time.

  10. Nearly three-quarters of WFO users have a formal process in place in order to identify and document the skills of their top performing agents.

In an effort to help contact center managers improve agent productivity, improve customer satisfaction and strike a better balance between the two, it’s clear that WFO software is necessary. Tell us your thoughts on WFO software in the comments below.

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