1 Teesside University International Business School, Middlesbrough, United Kingdom.
2 Department of Corporate Services, Gelose Marine Services Nig. Ltd, Port Harcourt, Rivers State, Nigeria.
3 Independent Researcher, Lagos Nigeria.
4 OneAdvanced, UK.
Review Article
World Journal of Advanced Research and Reviews, 2024, 23(03), 790-798
Received on 22 July 2024; revised on 03 September 2024; accepted on 05 September 2024
This review paper explores the transformative role of workforce analytics in enhancing human resources (HR) strategies to achieve customer service excellence. By examining employee performance and customer satisfaction, the paper highlights how data-driven insights can inform HR strategies, including identifying skills gaps, developing targeted training programs, and aligning workforce management with customer service goals. The paper also addresses the challenges organizations face in implementing workforce analytics, such as data quality, analytical skills gaps, and resistance to change. Furthermore, it considers the future of workforce analytics in HR, emphasizing the integration of advanced technologies like artificial intelligence and the importance of ethical considerations. The paper concludes with practical recommendations for organizations looking to adopt workforce analytics, ensuring they can fully leverage its potential to drive employee engagement and customer satisfaction.
Workforce Analytics; HR Strategies; Customer Service Excellence; Employee Performance; Data-Driven Decision Making
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Olufunke Anne Alabi, Funmilayo Aribidesi Ajayi, Chioma Ann Udeh and Christianah Pelumi Efunniyi. The impact of workforce analytics on HR strategies for customer service excellence. World Journal of Advanced Research and Reviews, 2024, 23(3), 790-798. Article DOI: https://doi.org/10.30574/wjarr.2024.23.3.2718