Optimizing Customer Service through Workforce Analytics: The Role of HR in Data-Driven Decision-Making

Olufunke Anne Alabi, Funmilayo Aribidesi Ajayi, Chioma Ann Udeh and Christianah Pelumi Efunniyi
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Olufunke Anne Alabi: Teesside University International Business School, Middlesbrough, United Kingdom
Funmilayo Aribidesi Ajayi: Department of Corporate Services, Gelose Marine Services Nig. Ltd, Port Harcourt, Rivers State, Nigeria
Chioma Ann Udeh: Independent Researcher, Lagos Nigeria
Christianah Pelumi Efunniyi: OneAdvanced, UK

International Journal of Research and Scientific Innovation, 2024, vol. 11, issue 8, 1628-1639

Abstract: This review paper explores the pivotal role of Human Resources (HR) in optimizing customer service through the strategic use of workforce analytics. As customer service becomes increasingly critical in maintaining competitive advantage, organizations turn to data-driven approaches to enhance employee performance in customer-facing roles. The paper examines the evolution of workforce analytics, detailing its key components and the technological advancements that have transformed HR’s ability to make informed, data-driven decisions. By aligning workforce analytics with broader business objectives, HR can significantly impact customer service delivery by optimizing employee performance and personalizing customer interactions. The paper also discusses emerging trends in workforce analytics, including artificial intelligence, real-time data integration, and a growing focus on employee well-being, offering recommendations for HR professionals on effectively leveraging these tools. The paper underscores the importance of workforce analytics in enhancing customer service through a comprehensive analysis. It provides strategic insights for HR professionals seeking to implement data-driven solutions.

Date: 2024
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