By Eduardo Parker (WFM Director)
At the recent America’s WFM Summit 2024 held in MĂ©xico, organized by the Global WFM (GWFM) Forum Institute and Chartered Body, I had the pleasure of discussing some of the big trends that are shaping our industry right now.
The discussion focused on how AI affects workforce management solutions. It also covered the changing role of WFM in customer experience. Lastly, it highlighted the need to build a strong organization.
Here’s a breakdown of the key points we covered:
1. Adapting to AI in Workforce Management
The AI Shift: In the BPO world, AI isn’t just an option anymore— it’s essential. But for many industries, getting everyone on board can be tough. The fear that AI will take away jobs is real, especially for customer service. We need clear communication and training to show how AI can help us in our work instead of replacing us.
Training for the Future: We’re big on continuous learning to develop core competencies. Our teams aren’t just using AI; they’re mastering it. We are combining AI tools with practical training. This helps our workers to understand AI and to improve their jobs.
Balancing AI with Job Security: The key to introducing AI without causing panic is transparency. We involve our teams from the start, showing them how AI can handle the repetitive tasks so they can focus on more meaningful work. This approach significantly helps to ease concerns and keep morale high.
2. How WFM is Shaping Customer Experience
WFM’s New Role:
Workforce management has evolved from just scheduling shifts to playing a crucial role in delivering a great customer experience. Everything is about getting the right people in the right place at the right time to meet customer needs.
Connecting Performance to Satisfaction:
Good workforce management directly impacts customer satisfaction. We can track metrics like first-call resolution and average handle time.
This helps us understand how well our agents are doing. It also shows how their performance affects customer happiness. This is crucial to the entire customer experience strategy.
Metrics That Matter:
Beyond the usual metrics, we’re paying close attention to customer sentiment and agent engagement. These give us a better idea of how our WFM strategies are affecting the overall customer experience.
3. Building Resilience in a Fast-Changing World
What Resilience Means Today:
In today’s fast-paced world, resilience is all about being agile—being able to quickly adapt to changes, whether they’re market shifts or new technologies. Having systems and a culture that can handle whatever comes our way is essential.
How We Build Resilience:
We invest in scenario planning and cross-training, so our teams are ready for anything. We focus on creating flexible processes that can adapt to changes as they happen.
Leadership’s Role in Resilience:
Leaders play a huge role in building resilience. Setting the example, being open to change, and encouraging innovation at every level are essential. We emphasize a “better, faster and more efficient” mindset to keep us moving forward.
4. Aligning AI with WFM:
Our AI strategies are closely tied to workforce management. By aligning these, we meet current needs and build the strength required to face future challenges. For instance, AI helps us anticipate customer needs, which then informs how we plan our interaction approach.
The Ups and Downs of AI:
Relying heavily on AI has its risks, like becoming too dependent on technology. The benefits, like better efficiency and happier customers, are much greater than the risks. This is true as long as we have good backup plans in place for problem solving.
Keeping AI Sustainable:
To make sure our AI efforts are sustainable, we constantly evaluate and update our tools. Staying ahead of the curve and being ready to adapt as new challenges come up is key.
Looking Ahead:
The relationship between AI and workforce management is only going to get stronger. We’re moving towards a future where AI not only predicts, but also suggests actions. To stay on top, we’ll need to keep evolving and make sure our teams are proactive in adapting to new technologies.
AI can look at more factors than traditional methods. It can consider seasonal trends, marketing campaigns, and outside influences. These outside influences can include weather and economic conditions.
The summit emphasized the need to embrace AI, improve customer experience, and strengthen resilience despite the fast-changing landscape. By staying flexible and innovative, we can not only keep up, but also lead the way in these exciting times.
