In Calabrio’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies.
My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). In this latest installment on change, I consider the impact of the flood of non-stop data – driven by mobility and the internet – has on customer service.
One valuable, yet underrated tool for managing data for customer experience (CX) strategies is workforce management (WFM) technology. WFM is traditionally deployed in organizations for managing staff efficiently in order to meet service levels, avoid overtime expenditure and overstaffing. Yet it is time to rethink how you can you use WFM, as a data source and processor, to drive wider transformation. Today, WFM solutions are rapidly evolving into powerful and strategic weapons in the battle to fight the growing phenomenon of data overload.
Business leaders should encourage a creative approach to release the full potential of their company’s WFM infrastructure. Exploiting the library of data that already exists in the core of the WFM solution can result in new opportunities to build an effective CX strategy that resonates across the whole business:
Today’s WFM cloud providers, such as Calabrio, continually invest in security, ensuring that cloud deployments have the highest level of security, equal to, if not even more heavily fortified, than their premise-based counterparts. Services are provided over the web with back-up provided in separate data centers. Compliant cloud vendors also ensure their services run on platforms that have received approval from EU data protection authorities, they have to implement internationally recognized information security controls and are certified to quality standards such as ISO-27001.
A robust modern workforce management solution can go a long way to stemming the flow of data and instead channeling it to drive an effective CX program across the whole company.