Solid Rock Consulting

Authored by: Juanita Coley

Guest Interview: Manoj Bhatia

Hey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about WFM, EX and CX!

So, you’ve probably heard all the buzz about CCaaS, but what exactly is it and how does it affect your WFM strategy? Let’s dive in and unpack this whole thing.

What is CCaaS and how does WFM relate to it?

First things first, CCaaS stands for Contact Center as a Service. It’s all about offering customer care service software hosted in the cloud. Now, we all know that everyone
says CCaaS is about delighting the customer, but what about delighting your workforce? That’s where WFM (Workforce Management) comes into play in the realm of CCaaS.

Picture this: you’re focusing on keeping your customers happy, which is crucial, of course. But what about the folks who are actually working in the field, handling those customer inquiries day in and day out? WFM is about delighting the people who work in the background, ensuring they’re equipped, supported, and motivated to deliver top-notch service.

Now, here’s a myth we need to debunk: the idea that if you make the customers happy, your job is done. Sure, CCaaS is about delighting the customer, but what often
gets neglected is taking care of the workforce behind the scenes. After all, happy employees lead to happy customers. It’s a win-win situation.

Key Strategies for CCaaS and WFM Integration 

So, how do we bridge the gap between CCaaS and WFM effectively? Well, it starts with listening to your customers. You need to gather their feedback and use it to improve your workforce. But it doesn’t stop there! You also need to ensure that your workforce has the tools and resources they need to excel. 

Think about this scenario: your call handlers are juggling multiple screens with limited tools and resources. It’s like trying to build a house with only a hammer and nails.
That’s where your CCaaS strategy needs to step up. You have to make your workforce’s lives easier by providing them with the information and tools they need to get
the job done seamlessly.

At the end of the day, we’re talking about PEOPLE here. It’s not just about processes and technology; it’s about creating a better experience for the humans behind the scenes.  
As I always say, without an employee experience strategy, your customer experience strategy is trash! 

So, here’s a tip for companies looking to deploy their CCaaS strategies effectively: FOCUS ON YOUR PEOPLE. Invest in better processes and technology to support them.
After all, they’re the ones who ultimately determine the success of your customer care efforts.

In conclusion, CCaaS isn’t just about delighting customers; it’s also about empowering your workforce to deliver exceptional service. By integrating CCaaS into your WFM strategy effectively, you can create a win-win situation where both your customers and your employees are happy campers! 

Want to explore more of this topic? Book a WFM Discovery Call HERE!

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Until next time. Go BE Great! Go Make Impact! 🙂 

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