Category: FAQ
Excerpt: Current trend study shows: WFM optimizes personnel planning, increases efficiency and makes contact centers fit for 2025!
How does a WFM system help to master the challenges of 2025?
With the start of the new year, many companies are faced with the challenge of defining their strategic priorities and optimizing operational processes. This is particularly relevant for call and contact centers, which are at the heart of customer interaction. According to the latest trend study ” Contact center: People, machines and processes“, decision-makers are confronted with increasing demands for efficiency, customer orientation and flexibility. A Workforce-management (WFM) solution can make all the difference here.
The perfect time for change
The start of a new year is traditionally a time of new beginnings. Companies evaluate their goals, analyze the past months and lay the foundations for future success. In the study, the majority of companies state that they want to take measures in the area of process consulting and structuring, which particularly affects personnel planning and management.
The high priority of these measures shows that companies recognize the need to optimize their internal processes in order to work more efficiently and better meet challenges such as a shortage of skilled workers, high workloads and more complex requirements.
Current challenges in contact centers - and how WFM systems can help
The study identifies several challenges that make the use of a WFM system a strategic necessity:
Increasing efficiency as a key priority
A challenging economic environment is forcing companies to achieve more with fewer resources. Increasing efficiency is seen as a survival strategy, as it is not just about reducing costs, but also about long-term competitiveness. Currently, 73% of contact centers prioritize efficiency gains as their top goal – the highest figure in the last five years.
- A WFM system supports this objective through precise capacity planning, minimizing idle times and optimizing the use of resources.
Increasing contact avoidance
Contact avoidance reached 36%, an increase of 3 percentage points compared to the previous year. Companies are trying to reduce unnecessary interactions in order to cut costs and increase efficiency. However, there is a risk that this will lead to a poor customer experience.
- WFM systems make it possible to allocate resources according to demand in order to handle necessary contacts in a high-quality manner, while unnecessary processes are automated.
Skills shortage and skill management
The shift towards more complex customer inquiries through the automation of simple tasks increases the need for specialized employees. The shortage of skilled workers is therefore driving the ” Skill Change”, with companies increasingly relying on highly qualified employees.
- WFM systems can use skills management to ensure that the right employees are scheduled for the right tasks.
High workload as a stress factor
62 % of employees state that they suffer from a heavy workload. The uneven distribution of work and lack of resource planning lead to excessive demands and staff turnover.
- A WFM system enables a fair distribution of the workload through data-based forecasts and flexible personnel planning.
Lack of flexibility in resource planning
94% of companies offer home office, but there is often a lack of structured implementation. Hybrid working models are becoming the norm, but without WFM systems there is a lack of control over employees’ shifts, availability and productivity.
- WFM solutions make it possible to integrate home office and on-site employees in real time.
Declining employee satisfaction
Only 44% of companies still prioritize employee satisfaction as an important corporate goal, the lowest value since the survey began. Employees therefore feel neglected, which can lead to staff turnover and loss of productivity in the long term.
- WFM systems promote satisfaction through transparent and fair planning processes and the ability to take individual preferences into account through employee portals and self-service functions.
Unused potential in automation
63% of companies see automation as the key to increasing efficiency. Although automation is a priority, many companies lack the means or the knowledge to implement it.
- WFM systems offer automated planning functions to save time and reduce errors.
Inefficient communication channels
Telephony (98%) and email (92%) remain the dominant communication channels. Despite the dominance of traditional channels, there is often insufficient control and capacity planning.
- WFM systems offer cross-channel management to distribute resources efficiently and avoid overloads.
High fluctuation due to inadequate training
48% of companies only offer training when required, 3% do not offer it at all. A lack of training ultimately leads to poorer performance and dissatisfaction among employees.
- WFM systems can integrate training times into resource planning without affecting operations.
Non-optimized IT infrastructure
37% of employees cite inadequate IT infrastructure as a stress factor. Outdated systems hinder productivity and workflow.
- Cloud-based WFM solutions improve the IT infrastructure and enable seamless planning and monitoring. At the same time, an all-accessible employee portal enables employees to make their own contributions, regardless of time and place, to take their preferences into account.
Lack of integration of communication channels
Omnichannel strategies are becoming increasingly important, but many companies only use individual channels (telephone, e-mail, websites with FAQs, chat on the website, letters, fax, own apps, social media, messenger). The lack of integration of the individual channels leads to inefficient use of resources.
- WFM systems plan across channels to ensure that the right number of employees are available for each channel.
Conclusion
The study clearly shows that the implementation of WFM software offers numerous advantages. Whether for a small team or a global contact center with several locations – WFM systems are scalable and adapt to the individual requirements of a company. For more information on the size of company from which a WFM system makes sense, please read our articles ” From how many employees is the use of a WFM solution worthwhile?” and “The invisible threshold: When does manual workforce planning become a challenge?“.
The start of the year offers the opportunity to re-evaluate processes and introduce sustainable improvements. With a WFM solution, companies can achieve long-term:
- Optimize costs by using resources more efficiently,
- increase employee satisfaction through flexible and transparent planning,
- increase customer satisfaction by having the right employees in the right place at the right time,
- and ensure competitiveness through greater efficiency and agility.
Find out more about how opcycWFM helps you to master your challenges in the new year. Book your no-obligation online demo now and get started with one optimized personnel planning.
