Workflow management is the administration of a sequence of tasks and processes throughout an organisation’s workforce.
Contact centre workflow management is the process of optimising the routing and handling of customer interactions in a contact centre or call centre setting. It involves designing, monitoring and managing the workflow of agents and the flow of customer interactions to ensure that service levels are met, and customer satisfaction is maximised.
In a contact centre, workflow management typically involves managing the routing of calls and other customer interactions to the most appropriate agent based on factors such as agent skills, availability and customer needs. This can be achieved through the use of advanced routing technologies and workforce management (WFM) software, which can help optimise staffing levels, improve agent productivity and enhance the overall customer experience.
Service levels are a critical factor in contact centre workflow management, as they directly impact customer satisfaction and retention. Service-level agreements (SLAs) are often established to set performance benchmarks for contact centre operations, with targets for metrics such as wait times, call volume and agent productivity.
Workforce management is an essential component of contact centre workflow management, as it enables organisations to manage agent schedules, forecast call volumes and optimise staffing levels to ensure service levels are met. WFM software can help managers and supervisors monitor agent performance in real time, adjust schedules as needed and identify opportunities for improvement.
Overall, contact centre workflow management is a critical function for organisations looking to optimise their call centre operations and provide exceptional customer service. By effectively managing workflows, staffing levels and service levels, organisations can ensure they are meeting customer needs and delivering the highest possible levels of customer satisfaction.
