Aberdeen Study Confirms Intraday Automation Is a Major Component of WFO Success

In the Aberdeen Group’s recently published study Contact Center WFO: How to Balance Customer Needs with Agent Productivity, Omer Minkara, Research Director for Contact Center & Customer Experience Management, delineates the relationship between the tactics companies with successful WFO programs implement and the stellar business-performance results they achieve. And they do achieve stellar results, especially when compared to companies whose WFO programs are less robust.

Some performance stats on what Aberdeen calls the “Leaders” vs. the “Followers” in the WFO arena:

  • 75% greater customer retention rate
  • 84% first contact resolution rate (Followers are at 41%)
  • 5.8% year-over-year increase in customer satisfaction rates (Followers decrease 3.2%)
  • 7.9% year-over-year increase in agent productivity (Followers decrease 0.7%)
  • 5.1% year-over-year increase in agent utilization rate (Followers decrease 3.1%)
  • 8.1% year-over-year increase in the number of SLA’s met (Followers decrease 2.4%)
  • 5.1% year-over-year increase in improved agent overtime costs (Followers decrease 0.9%)
  • 3.2% year-over-year increase in cross-sell and up-sell revenue (Followers decrease 5.4%)

How do the Leaders attain these kinds of results? There are multiple avenues, but one critical element is intraday automation. Aberdeen defines intraday automation as “an organizational program that involves using various business processes and technologies to proactively manage employees…for optimal productivity and performance throughout each day.” Aberdeen identifies intraday automation sub-categories as “changing agent schedules to address customer traffic changes or task workload throughout the day, providing alerts to address sudden needs for supervision and quality assurance…”

These definitions are tailored for WorkFlex functionality. We “proactively manage employees” through scheduling and staffing automation to “address customer traffic changes,” and we do a good Agent self-scheduling is part of WorkFlex intraday automationdeal more to automate contact center processes. WorkFlex Manager Suite and WorkFlex Agent Suite offer agents, supervisors and workforce administrators tools and capability that help enable “optimal productivity and performance” on a daily basis.

As the industry leader in Intelligent Intraday Automation™, WorkFlex is thrilled to see the results of the Aberdeen study. It is gratifying to have a respected research firm confirm what we know to be true: intraday automation improves contact center performance, reduces costs, increases agent productivity and utilization and increases customer satisfaction.

Read the full Aberdeen report.

-The WorkFlex Team

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