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The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?” Given that labor costs can account for up to as much as 70% of total business costs, such as employee wages, benefits, payroll, and other related taxes, it always surprises me that Workforce Management is still not a widely recognized industry.

In today’s business world, you’d be hard-pressed to find someone who does not agree that Customer Experience is an essential aspect when building and maintaining a profitable business. The reports support this statement. For example, a recent PWC publication shows that one in three consumers (32%) say they will walk away from a brand they love after just one bad experience. The same report states that “speed, convenience, helpful employees and friendly service matter most, each hitting over 70% in importance to consumers”.

As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years ago and haven’t looked back.

Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It makes for a great story; expert service in any skill or language, an enticing work experience, and a sustainable business. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?

We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development. But what if we turn that top-down model on its head and instead embrace a collaborative approach, empowering them to be co-assessors? What if we ask them to self-reflect on their own performance, rather than only respond to the feedback of a third party?