A contact center can’t operate smoothly without a properly optimized workforce. It is simply impossible to deliver a satisfactory customer service experience without the right amount of agents, with the right skills, on duty at the right time. More than ever, companies need to deliver a top notch experience every time because consumer expectations are very high. In fact, 76% of customers say just ONE unpleasant contact center experience is enough to make them take their business elsewhere.
If you ask consumers what can ruin the call center experience for them, “waiting on hold” is consistently at the top of the list. So it’s clear that you have to reduce hold time (“Average Speed to Answer” or ASA). Obviously, an understaffed call center will not yield a good ASA. But adding staff isn’t always an option. A properly tuned virtual queuing solution, combined with an optimized Workforce Management (WFM) solution can work wonders.
Let’s see how. Continue reading