Tip Doctor, Insider Learning Network
This week’s tip comes to us courtesy of Rajeev Venkat, Director of Solutions Marketing, Verint Witness Actionable Solutions, who wrote about the topic in the Feb. 2010 issue of CRM Expert.
Organizations are continually looking for new ways to run more efficient operations, create more loyal customers, and drive more profitable business outcomes. In most of these enterprises, SAP CRM and workforce optimization (WFO) software work independently. However, many organizations don’t realize that the two technologies are ultimately working to solve a common problem: improving the customer experience.
SAP CRM addresses maximizing customer relationships, enhancing collaboration, providing instant access to relevant information, and delivering consistent service across the channels. WFO, on the other hand, helps organizations schedule the right number of skilled people at any given time, meet service levels, deliver agent training, manage performance, analyze and identify areas for improvement, and collect customer feedback.
A simple way of defining the two is that SAP CRM focuses on front-end processes related to the customer, whereas WFO software places an emphas
is on back-end technology and processes associated with managing agent performance in the contact center and back-office operations.
WFO and SAP CRM
WFO technology, which has been relatively unknown in SAP circles, encompasses the following functionality: