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What Your Business Can Do to Drive Productivity

July 06, 2018

Driving productivity is a popular theme in business today. And we spend a lot of time talking about how new communications technologies can help with that.

In some cases that’s true. Embedding communications technology into existing workflows can go a long way in helping people work smarter. So can leveraging artificial intelligence and machine learning to serve up content quickly to employees. AI and ML can offload repetitive work from people so they can focus on more value-added pursuits.

Recording communications such as contact center agent-customer interactions can also lead to better productivity. It can help call center managers assess what agents are doing right and what they need help on to improve. And those managers can then offer guidance to the agents.

And forecasting call center demand so call centers can schedule the right number of agents can optimize productivity as well. That way agents aren’t so busy they can’t do good work. But they don’t have idle time either.

Of course, optimizing productivity is about more than just technology. Businesses also need to define what they consider important work, create baselines for productivity related to those efforts, break them down into specific tasks and workflows, and allow people to check off those tasks and check in on the status of efforts along the way.

Baselining and defining what’s important can be tough, of course.

For example, a company may value a high word count from a writer. But is a 1,000-word marketing piece that has a high readability rating and excites the client as valuable as an article of the same length that doesn’t read as well and requires multiple edits? Clearly, it depends upon what the endgame is.

Whatever it is, businesses need to figure that out for themselves.

After creating baselines, metrics to be measured, and workflows, businesses need to inform their workers about all of the above. And they need to provide their workers with the tools to input their work, to measure productivity, and to continue to improve upon their work and productivity efforts.