A workflow is the series of steps toward completing a task or creating a product. Workflow management is the process of actively managing a workflow so that it's efficient, accurate and otherwise optimized. Workflow management is necessary because a workflow often involves multiple people, from multiple departments, conducting their step of the workflow at a particular time and to defined specifications. Workflows, especially more complex ones, need oversight, and that's the role of workflow management.
Workflow management doesn't necessarily need technological tools to be achieved. Simpler workflows can be managed without them. However, more complicated or critical workflows can benefit from workflow management software. These tools typically allow managers to define and assign tasks, set up workflows, define targets, and more. Most importantly, the enhanced monitoring and reporting capabilities of workflow management software can provide visibility into how business processes are performing.
The discipline of workflow management has several applications in contact centers, especially when there are transactions that involve multiple hand-offs. For example, workflow management can be applied to contact escalation workflows to ensure appropriate collaboration is happening and that customer issues are being resolved in a timely manner. Additionally, workflow management adds value when departments outside the contact center are involved in resolving customer issues. Alongside its efficiency benefits, workflow management can help ensure customers receive the experience they expect and value.
