It’s obvious that acing workforce management brings along a number of swoon-worthy advantages. But, change is intimidating—thinking about overhauling the way you currently do something (even if it involves jumbled spreadsheets that make your eyes cross) feels overwhelming. With that in mind, we don’t blame you if these questions are rattling through your brain:
Is now the time for you to be thinking about workforce management?
Is this something you should prioritize immediately?
Can you push this off until you’re really struggling?
It’s never too early or too late to streamline your workforce management strategies. Sure, things are simpler when you only have a small team tackling tickets. But even then, effective workforce management always leads to positives. Looking for some more concrete indicators that it’s time for you to shine a spotlight on workforce management? Here are a few signs to keep an eye out for.
As your business grows, you get more customers. As you get more customers, there are more customer support demands and interactions happening. As those interactions increase, you need more support agents—and that’s when customer support scheduling really starts to get messy and headache-inducing.
Your support team is no longer just trying to keep their heads above water. Instead, they’re chasing lofty targets (such as improving response times, as just one example) and you’re keeping a close eye on the metrics to ensure that you’re providing the best service you possibly can. Making that happen requires the right people and resources.
What worked well for you a couple of months ago might not work as seamlessly now or in the future. As the business and the team grows, you’re bound to see some cracks forming in your existing systems and processes that indicate it’s time for an overhaul.