“Task Management is the lifeline between stores, leaders, and corporate office. It plays a critical role in day-to-day operations, and we cannot function effectively as an organization without it.”
– Diane Randolph, CIO
Today’s call centers are facing more challenges than ever.
How can call centers win?
How does the WorkJam Digital Workforce benefit each area of the Call Center Organization?
The WorkJam mobile and web platform enables employees to manage their work life with intuitive resources like schedule management, task management, messaging, development, and training. With WorkJam, call centers can improve retention rates, align associates with business goals, reduce operational costs and drive customer experience to new heights. The platform enables employers to develop, empower, and engage their frontlines while extending existing workforce management systems (WFM).
It’s estimated that 51% of employees are actively looking for a new job or watching for new job openings. In a shallow labor pool, employers need to understand how to empower their employees to manage their own work-life balance and in turn build employee engagement.
Two-thirds of employees currently communicate scheduling changes to managers face-to-face. Precious time is lost by managers everyday due to inefficient staffing processes. Managers need better self-service tools for their frontline workers so they can focus on supporting their employees, customers, and sales.
Labor costs are rising dramatically and public policy continues to evolve. It’s increasingly important for operations to be able to adapt to changing labor demands while meeting all policy requirements.
66% of consumers who have switched brands have done so because of poor customer service. By implementing a digital communication strategy, call centers can ensure associates are aligned with both corporate goals and company vision.
Training & Onboarding
As industry competition intensifies, call centers struggle to make time for comprehensive training initiatives that are necessary for a highly-personalized customer experience. In fact, one study shows that nearly 70% of workers say that training and development are the most important assets related to workplace policy.