WFM Labs

🚨 Struggling to Keep Your Service Levels Out of the Red? 🚨 Your customers expect consistent, top-quality service—but staying in the green zone takes more than guesswork. Join the WFM Labs community to discover how advanced automation and real-time adjustments can help you proactively manage demand and stay ahead of fluctuations. Let’s keep your service levels where they belong—in the green! https://lnkd.in/gRt4AqtY

Why do most contact centers fail to meet critical business objectives? Learn more - join at at WFM Labs! https://lnkd.in/gRt4AqtY https://lnkd.in/eyyEWVB8

CX or EX? Why Not Both? Many organizations see the Employee Experience (EX) and Customer Experience (CX) as competing priorities. If we give agents more flexibility in their schedules, will that hurt customer service? Or if we overload agents with information to handle "any need," will it wear them out? In my view, these two critical initiatives are not mutually exclusive; in fact, they are deeply interconnected. When employees feel valued and supported, they’re more likely to deliver outstanding customer experiences. Research confirms this: companies that invest in both EX and CX enjoy higher profits, greater innovation, and even the ability to charge a premium for their services. For instance, according to Gallup via Medallia, organizations with high employee engagement see a 10% boost in customer loyalty. Forbes also reports that companies with highly engaged employees outperform their competitors by 147%—a significant edge in today’s market. The key? Leadership. Managers and leaders directly influence up to 70% of team engagement. When leaders prioritize employee well-being, they drive a powerful cycle of improved EX and CX. So, the next time you're weighing EX against CX, remember: investing in your employees is an investment in your customers. #CustomerExperience #EmployeeExperience #Leadership #BusinessGrowth #CX #EX

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WFM Labs - join our research on prediction models! Incentive to participate for qualified members of our community!

💡 Microbreaks: Small Breaks, Big Impact! At Level 3 of WFM maturity, real-time automation injects timely microbreaks, helping agents recharge and stay engaged—without compromising service levels. 🔍 Join WFM Labs to access tools, research, and insights that advance workforce strategies! https://lnkd.in/gRt4AqtY #Microbreaks #WFM #ContactCenter #Automation #EmployeeWellbeing #WFMLabs

Handling Stress in a Call Center? Here’s How! Call center life can be tough, but managing stress is key to thriving in this fast-paced environment. Here’s how you can stay cool under pressure: 1. Take Breaks – Step away, recharge, and come back stronger! 2. Master Time Management – Prioritize tasks and crush them one by one. 3. Use WFM Tools – Scheduling isn’t just about calls—it's about your well-being! 4. Keep Learning – Build your skills and boost your confidence. 5. Lean on Your Team – Connect with colleagues and find support. 6. Breathe! – Mindfulness can help you reset in just a few minutes. Want to dive deeper? Join WFM Labs and learn how to manage stress like a pro! Just click the link to get you inside our world. https://lnkd.in/g2KQGYag

How AI is Transforming Workforce Management (WFM) The role of AI in Workforce Management has grown rapidly, reshaping how we forecast, schedule, and optimize resources. If you're ready to harness the power of AI in your WFM journey, join the WFM Labs community today and become the AI of your own WFM knowledge! 🚀 https://lnkd.in/g2KQGYag #WorkforceManagement #AI #WFM #FutureOfWork #WFMCommunity

Still Pre-scheduling your productive off-phone activities? It's time to move from level 2 to level 3 in the WFM Maturity Model! Join WFM Labs to learn more! https://lnkd.in/gRt4AqtY

Managing Call Abandonment from a WFM Perspective Call abandonment is one of the critical issues in contact centers, impacting both customer experience and overall performance. From a Workforce Management (WFM) perspective, there are several strategies to manage and reduce call abandonment: 1. Accurate Forecasting: Ensuring accurate call volume forecasting allows for better resource allocation. With the right number of agents scheduled during peak and off-peak hours, you can minimize wait times and reduce the likelihood of abandonment. 2. Real-time Monitoring: Keeping a close eye on real-time data can help address abandonment as it happens. Real-time analysts can react to high abandon rates by redistributing resources or adjusting schedules dynamically. 3. Improving Service Levels: Striving to meet service level agreements (SLAs) plays a crucial role in call abandonment. If customers are attended to promptly, they are less likely to hang up. But how does call abandonment affect your KPIs? High abandonment rates can negatively impact metrics such as service level, customer satisfaction, and overall productivity. Addressing abandonment early ensures smoother operations and improved KPI outcomes. Interested in exploring more on how WFM strategies can significantly reduce call abandonment? Join the conversation at WFM Labs , where we dive deep into discussions and share best practices that can optimize your WFM efforts. See you there! https://lnkd.in/gRt4AqtY