In a complex service landscape with high customer expectations, real-time, personalized outcomes are vital. Our take on Workforce Management sees the future in enhancing the Human Experience for customers and employees. Key strategies include interconnected service delivery, talent management, new service models, and AI integration. Discover how these approaches can enhance your Customer Service Center.
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Customer Service Centers will need to continuously center their efforts on creating positive customer experiences, maintaining a steadfast focus on customer satisfaction. Excelling in heightened customer satisfaction directly relates to managing a motivated and engaged workforce. Yet only 21% of employees report feeling actively engaged at work, directly showing in customer satisfaction rates averaging around a mere 6.9 out of 10.
Having an effective Workforce Management Strategy in place is the key enabler towards a successful Customer Service Center. It will help you orchestrate seamless customer interaction, first-time-right channeling, dynamic scheduling and continuous improvement through data. Our approach connects your IT infrastructure, provides a 360-degree customer view, and empowers employees through automation to help your customers in the best possible way.
Our holistic Workforce Management strategy covers all aspects of required for Customer Service Center, offering countless opportunities for progression while elevating the Human Experience. Read our Point-of-View and get in contact. Let's make the future of service better, together.
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Jeroen Panken
I joined Deloitte in 2007, helping clients with Customer Service and Customer Engagement challenges. Over the years I have specialized myself in the area of 'Next Gen Customer Service' digital transformations in the Private / Manufacturing Industry. Outside Deloitte, my passions are (water) skiing and renovating our 1930s city villa in the center of Eindhoven in which our three children can have a great childhood.
Adel Kadric
With nearly 15 years of experience, I specialize in improving customer service and leading digital transformations. I focus on optimizing customer and employee experience and creating a future-proof business model. Outside office hours, I find my passion in sports, such as crossfit and padel. Additionally, I enjoy cooking and spending time on the water at the Veluwemeer.