Integrating Work Force Management with complementary systems – Unleashing the collective potential
Enhancing the performance of field staff, reducing customer fulfillment costs and multiplying efficiencies by creating a system that can handle the complex workflows of workforce management using real-time data while simultaneously being user-friendly and easy to use
The Carriers, in their pristine Triple and Quad play avatars, have found innovative opportunities to boost the revenues. 3G has already initiated multiple applications across education, health, finance, enterprises, gaming, entertainment etc. There is a proliferation of devices and customer premises equipment (CPE) as M2M gains ground. And as we move to 4G, the data pipes will become huge and the present-day value added services will become the core services.
The challenges for the service providers are and will continue to multiply with every new offering, services and user applications; sometimes exponentially. Spoilt for choices, the customers are placing more and more emphasis on providing high quality uninterrupted service sometimes across multiple screens and locations.
As operating budgets shrink, carriers are relying on operational efficiencies to boost the bottom lines. Workforce management (WFM) is one system of carriers’ ecosystem that is capable of meeting the dual objective of bringing operational efficiencies by optimizing workforce and improving customer satisfaction by reducing fault detection and service delivery time.
The Opportunity: Workforce Management
In the present times of increasing labor costs and high employee churn, it is critical to optimize performance and ensure high productivity from the workforce. More completed jobs per day/ per staff, fewer repeated jobs, fewer accidents lead not only to improved customer satisfaction but also to reduction in operational costs.
WFM has a tremendous impact on business productivity. That being said, a single application; no matter how sophisticated; rarely provides for the necessary automation or optimization; which can only be achieved by integrating WFM to multiple complementary applications to share or aggregate needed inputs of data and triggers.