WFO/WEM Enabling CRM Improves Contact Center Performance


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We all use several different applications in our workday. Perhaps too many. For contact center agents and managers, continually having to switch between apps not only wastes valuable time, but it also can affect your contact center’s performance. Therefore, integrating your systems and applications helps to streamline your processes, cut down on costs, enhance your employees’ productivity, and improve customer service too.

Integrating your systems reduces complexity, and it also makes it easier for you to train your new employees. Plus, your contact center agents’ retention improves since there are fewer steps to follow and remember. Below are some ways Workforce Optimization (WFO) and Workforce Engagement Management (WEM) can help you improve your contact center’s overall performance.

Embedding WFO/WEM Into CRM Helps with Simplification
Today, CRM systems have taken significant steps towards simplifying the various types of apps that contact centers use. CRM systems are now embedded with the applications and functionalities we take for granted like email, chat, and call logging.

However, the majority of Workforce Optimization (WFO) or Workforce Engagement Management (WEM) solutions are currently stand-alone applications. This means contact center agents and managers must continuously toggle between their CRM system and their workforce application – and that’s not very efficient!

Fortunately, there’s a growing trend towards embedding WFO/WEM functionality into CRM systems – just like CRM does now with email, calendar, and chat. And by integrating these functionalities, agents and managers only need to login to their CRM system once, and then they can perform their entire job without switching between various programs. Most importantly, with this simplified process, they are better able to service customers.
Ability to Quickly Review and Receive Information

When your CRM system is WFO/WEM enabled, job duties and tasks can all be done within one place – from logging a call to updating a schedule. Managers can also quickly view agent time-on-task, quality evaluations, and voice-of-customer scores as well. Plus, they can determine which agents have lunch breaks or meetings, listen to interaction recordings (voice, chat, email, social media), and more – all of which helps to improve your overall forecasting and scheduling.

With WFO/WEM, contact center agents also can receive notifications and popups in their CRM system (such as schedule changes), so they don’t miss a beat. Likewise, managers are notified when agents are out of adherence, and they can also receive speech related alerts about certain words or phrases too. These notifications help to promote more accountability and keeps everyone on track towards attaining their respective goals.

Analyzation Helps Find and Solve Contact Center Issues
Stand-alone workforce applications are, by themselves, invaluable tools. They provide a contact-center-view of agent performance, and they also enable supervisors to drill-down on specific issues like call handle time, first call resolution, and evaluation scores.

However, with WFO/WEM-enabled CRM systems, managers can also conveniently conduct customer and agent-level analyses. Managers can see an entire case’s journey (or a customer’s journey) through links to interaction recordings within your CRM contacts, accounts, cases, and tasks. Then, they can quickly resolve any customer issues and find opportunities for improvement too.

Plus, arming your CRM system with WFO/WEM functionality provides additional capabilities as well. Your managers can use CRM’s built-in analytics tools to display workforce KPI’s alongside your CRM dashboards (and other sales and service metrics) for a unique and comprehensive view of your customers’ entire experience.

It is reasonable to say that your contact center’s performance will benefit by reducing the number of applications that your agents and front-line managers must use while working with customers. Having single sign-on access to both CRM and Workforce Optimization enhances both your functionalities and efficiencies. One login. One interface. One window to everything your company needs will not only improve your customers’ experience, but it will also enable you to serve them better too.

Corey Leonard
Corey Leonard is a Business Development Director for Coordinated Systems. Corey has dedicated his career to building strong, long lasting relationships within partner channels bringing people and technologies together to improve the customer experience within the contact center industry. Corey is very passionate about Workforce Optimization (WFO) / Workforce Engagement Management (WEM) and how people, process and technology are used in today's leading cloud contact center environments.


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