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State of Contact Center WFO 2018: Driving Customer Satisfaction Through Efficiency

This report highlights the top priorities influencing contact center workforce optimization programs. The findings provide an overview of the key building blocks firms need to succeed in this area in 2018.

Contact center workforce optimization (WFO) programs have long focused on driving efficiency through activities such as boosting agent productivity, decreasing handle times, connecting the right customer to the right agent, etc. While efficiency continues to play a key role in the success of the modern contact center, solely reducing average handle times or addressing customer requests with a single contact (first contact resolution), no longer guarantee customer satisfaction and loyalty.

In March of 2018, Aberdeen surveyed 133 firms regarding the top trends and activities they use to manage their WFO programs. The findings revealed that improving the quality of customer interactions / experiences is the number one objective driving WFO programs in 2018 (see Figure 1). This means that contact center leaders understand that efficiency, by itself, doesn’t guarantee success in creating happy customers and that firms strive to find ways to balance customer satisfaction and efficiency. 

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