Innovative project management solutions for enterprise-level companies.
A 2018 study carried out by the Project Management Institute (PMI) revealed that approximately $1 million is wasted every 20 seconds by global organizations as a result of poor project management practices.
Reviewing the findings, Mark A. Langley, President and CEO of PMI observed that, “Organizations that are ineffective with project management waste 21 times more money than those with the highest performing project management capabilities.” But the good news, according to Langley, is that there are ways for companies to overhaul their inefficient project management strategies and improve their financial performance.
Typically, project management is a function that’s associated with internal teams. But by assessing how your CX and customer operations team communicate, you have the opportunity to improve your service and enhance the customer experience.
One of the biggest operational challenges for any company is coordinating and managing a large number of interdependent projects. In many cases, this is complicated by the fact managers are running multiple projects, which all require resources and the involvement of personnel from other departments, simultaneously.
In this blog, we’re going to introduce you to five ways in which you can use software to improve project management within your CX and customer operations team.
How to Use Software to Manage Your CX and Operations Teams in 2022
1. Centralize Data
Technology has revolutionized the ways in which we connect and communicate with one another. Enterprises can now streamline project completion by creating a centralized data bank that’s accessible to anyone anywhere on the network. This allows your employees to access the information they need and collaborate on projects in real time, regardless of their physical location. With many CX agents continuing to work remotely/on a hybrid basis, it’s important they don’t get left out of the loop. What’s more, by centralizing your data storage, you will reduce the number of bottlenecks in your resolution workflow, as giving employees easy access to information removes the middle man (managers and/or stakeholders) from the decision-making process.
2. Standardize Processes Across Your Organization
Roadblocks can occur throughout the project management lifecycle, from project selection to management strategies and the level of follow-through on your project objectives. Multiply this across all the different stages in your project portfolio and that’s a lot of room for wasted potential.
One of the most common causes of inefficiency in project management is a lack of consistency in how projects are being run and managed. This can have a major impact on project success rates, employee happiness, and customer satisfaction.
Of course, the scope for each project will be different. Bigger and more complex projects will require more oversight than smaller ones, and each team will have its own dynamic and way of working. But by implementing a common framework and utilizing the same tools, you can at least establish standard practices across teams. This will also make it easier for you to compare project performance, as you will be using the same key metrics each time.
3. Accelerate Response Times with Well-Designed CX Workflows
A clear workflow can help improve communication and cut down response times among your agents. When designing your workflow, your objective should be to create a simple and linear path for project pieces that allows people to move easily between stages and highlights anything that’s still outstanding.
Project management tools can help team leaders streamline their workflows by concentrating all the project documentation in one place. Another example of centralized data, this allows employees easy access to information, speeding up their response times. Additionally, with more streamlined processes in place, employees can focus on project implementation rather than administration; keeping documents in one location saves valuable time that might otherwise be spent organizing or searching for files.
4. Utilize Virtual Collaboration Tools
Online project management tools, like Asana, Slack, and Trello, help project managers to organize and oversee more complex projects by enabling them to send direct/group messages, assign specific tasks to individual team members, and give feedback on their progress, all in real time. While the complexity of these projects may limit the capacity of the PM, using the right tools will have a noticeable positive impact on their outcomes.
The key to effective teamwork is communication. In this case, technology empowers collaboration by making information accessible to everyone involved. Automatic updates means your teams have access to the latest information wherever they are, which is essential in today’s distributed/hybrid work environment.
5. Choose the Right Tools For Your Business Needs
With many enterprises adopting remote-first/hybrid working policies, it’s crucial for project managers to have the tech they need to manage distributed teams. The biggest challenge for CX and customer operations leaders managing remote teams is connectivity. How can you make sure everyone is on the same page, working at the same pace?
- Cloud-based platforms like Google Drive, Dropbox, and Microsoft Onedrive enable team collaboration by allowing you to share and edit documents, leave comments, and assign actions to individual members. Simply create a shared drive for your project and upload the necessary files. These will be automatically updated with any changes, meaning your team has access to the most up-to-date information at any given time.
- Choose an all-in-one virtual communication tool. Instead of communicating across multiple platforms, use a single tool that offers you all the features you need (e.g., web conferencing, instant messaging, and group chats) in one place. Slack, Google Hangouts, and Microsoft Teams all allow you to send direct messages and bring multiple people together in audio and video calls.
How Fin Can Help
Fin’s Work Insights Platform delivers a clear view of your team’s everyday interactions across thousands of SaaS applications, highlighting behaviors that are impacting your success and helping you take your performance to the next level. Identify process bottlenecks, streamline your processes, and optimize results from the data collected using our lightweight browser plug-in.