In today’s rapidly evolving business environment, Artificial Intelligence (AI) has become a buzzword, revolutionizing industries and transforming the way we work. While AI’s impact on workforce management is undeniably significant, and my advice is to initiate pilots on this topic, this blog will focus on a different, yet equally crucial aspect: how to effectively structure your workforce for optimal performance and success.
A common approach to improving WFM involves the WFM cycle—forecasting, scheduling, and real-time management. While these processes are essential, they are not sufficient on their own. For WFM to truly excel, it needs to be integrated within a well-structured organization that collaborates seamlessly across various functions. This broader perspective on WFM goes beyond simply managing shifts and staffing; it involves a strategic alignment within the people supply chain.
At 5CA, we have been exploring ways to enhance our approach to WFM by focusing on the integration and collaboration of our entire people team. Instead of viewing WFM as a standalone function, we’ve organized all related aspects: recruitment, HR checks and a good alignment of the skills in combination with SHL assessments under one cohesive framework. This holistic approach allows us to not only make accurate forecasts about customer demand but also to match those needs with the right characteristics in our team members. This means considering factors such as soft skills, technical skills, location, and flexibility when building our support teams.
That said, this isn’t to imply that it’s easy to do perfectly, or that it’s without challenges. The purpose of sharing our journey is to help others in the industry reflect on their own setups and identify areas for potential improvement. A key insight we’ve gained is that WFM should not operate in isolation. By breaking down silos and creating collaboration between departments, WFM and accordingly the people supply chain can become a powerful tool that links quantity with quality, ensuring not just that enough people are available, but that they are the right people for the task at hand.
For instance, by having recruitment closely integrated with WFM, our recruiters not only know when to hire but also have a clear understanding of what specific skills and attributes are needed. This alignment ensures that we are not just filling positions but are strategically positioning individuals who will enhance customer support outcomes.
Moreover, this approach helps to address common WFM challenges, such as overstaffing or understaffing, which can lead to either wasted resources or unmet customer needs. By aligning our people strategy with our WFM processes, we can better predict customer demand and align our workforce accordingly. This not only boosts efficiency but also improves Customer Satisfaction (CSAT) scores, as customers receive the support they need, when they need it, from agents who are well-prepared to assist.
So, how can organizations in the customer support industry start moving towards a more integrated WFM approach? Here are a few considerations:
- Break down silos: Encourage collaboration between WFM or combine them with recruitment teams. This ensures that everyone is working towards the same goals and that the workforce is being managed holistically rather than in isolated silos.
- Focus on the right metrics: Traditional metrics like response times and resolution rates are important, but they should be balanced with measures that reflect the quality of interactions and customer satisfaction.
- Tailor recruitment to specific needs: By closely aligning recruitment efforts with the specific needs identified by WFM, you can ensure that the agents you bring on board are not just filling a role but are genuinely suited to the demands of the job.
- Continuously adapt: The needs of customers and the landscape of customer support are constantly evolving. Regularly review and adjust your WFM strategies to ensure they are meeting current demands and anticipate future changes.
By approaching WFM as more than just a scheduling tool, organizations can significantly enhance their customer support operations. This is not about having a perfect system but about constantly striving to align your workforce management practices with the evolving needs of your customers. The result is a more efficient operation, happier customers, and a more resilient support organization capable of meeting the challenges of today and tomorrow.
Explore more about the other 4 essentials steps to outstanding customer support here!
About the author:
Jelmer IJbema is the Director of Operations Control at 5CA, where he leverages his extensive expertise in Recruitment and Workforce Management to drive operational excellence. With a deep passion for optimizing workforce strategies, Jelmer has authored a book on Appreciative Inquiry, showcasing his innovative approach to organizational development. As an international speaker, he shares his insights on workforce management with audiences around the globe, inspiring leaders to rethink and enhance their workforce practices.
