What’s Next for Workforce Management?
More effective. More comprehensive. More centralized. More accurate. These are just some of the predictions of how workforce management (WFM) software will change over the next few years.
It takes forward-thinking companies to stay on the cutting edge of future developments and changes in the demands of the marketplace. Monet is now designing the next generation of WFM, and we’ll have more to say about that in the months to come.
In the meantime, this is what you can reasonably expect from workforce management within the next few years – and beyond.
As contact centers become more multi-channel and multi-skilled, forecasting will have to keep pace. Programs and computer simulation modeling will make it possible to predict multiple tasks and media within one interaction.
One Stop Solutions
As systems become more integrated and centralized, metrics will be available to link front office and back-office functionality, and provide a wealth of data drawn from every aspect of the contact center and the company at large.
Tomorrow’s WFM solutions will help agents use their time more efficiently (example: automatically finding slow periods and scheduling coaching sessions during these lulls), while also providing even more tools to enhance the customer service they provide. In addition, as WFM gains the ability to automatically identify which agents are best suited for which platforms (phone, chat, email, etc.), they can be scheduled accordingly. That results in more confident, satisfied agents and happier customers as well.
The boring stuff managers have to do every day? With WFM assuming those tasks, managers can focus more on other aspects of business improvement and customer service. And with the cloud, agents can log into a contact center from anywhere in the world, and contact centers have access to a remote workforce that can step in on short notice if the unexpected occurs.
It’s already here but it’s going to become more prominent. As automated speech analytics tools become mainstream, WFM will generate additional data from customer interactions that will allow for the resolution of issues as they arise. It will also help agents know the right words and phrases to use not only for compliance issues but to communicate clearly with customers.
Automated training processes will recognize when agents are doing well and require less attention, so more focus can be put on agents that under-perform. E-learning, especially as incorporated into other training sessions, will make it possible for agents to get better at their jobs at times when they are not busy doing them.
Access via Cloud
As it becomes imperative for WFM to be accessible from multiple places and devices, the cloud makes that flexibility possible.
Sound promising? If so, here is some good news – many of these applications and capabilities are already incorporated into Monet’s WFM Live. If this technology is in your contact center, you already have the solutions that are on the wish lists of other companies.
Now let’s see what some technology experts believe may be coming to call centers in 5-10 years.
Taking the Lead
We’re not at the artificial intelligence level yet, but workforce management will certainly become more perceptive, more automated, and more functional. Today’s intra-day tracking and reporting will give way to WFM identifying places were changes can be made to schedules and queues to deal with discrepancies, without any manager or agent having to do anything.
Better Front and Back Office Communication
The same WFM used in contact centers will make its way into back office processes. Now the needs of the customers will be known to every aspect of the business, and in some cases WFM will pre-empt their needs and have automated reactions ready for different situations.
The End of Offices?
While technology now makes work from anywhere possible, some believe the need for physical workplaces will continue to decline, as it will be more preferable for many employees. For this to happen, WFM will need to run smoothly on any computer and mobile device. The system will also have to provide the knowledge and guidance for agents working remotely to navigate complex issues, and have the functionality to meet the needs of virtual individuals and teams.
I’ll Work When I Feel Like It
For those old-school managers who may think working from home is acceding too much to agent preference, just wait – the future is ready to further raise your blood pressure. Some expect that agent preference will one day be the first consideration when it comes to scheduling. Employees will be allowed to set their own working hours, requiring WFM to be more flexible to work out the forecasting and scheduling details.
The Internet of Things
In the future, the person who bought a TV might not be the one calling to report a problem – the television itself may send the message through Internet-enabled technology.
Ditching the Desktop
Today WFM makes it possible to work via mobile device when one is not at the computer. Will people still want to work through a desktop machine 10 years from now? Or will the smartphone that so many of us already stare at for hours also become our primary work device?
New Monet Platform: Coming Soon
While many of these developments may be years away, Monet is already working hard on the new version of its award-winning platform.
We have special plans for this next-generation solution, which will include a tightly integrated range of both new and improved features. These innovations will impact workforce management, quality assurance, performance management, speech analytics and desktop analytics.
We are also adding expanded usability, enhanced flexibility, increased compliance with industry-specific regulations, and greater scalability to adapt and adjust to the daily realities of contact centers regardless of size and number of agents.
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