Workforce Optimization

As industry leaders in extracting meaningful business intelligence from customer interactions, we are always looking for ways to better leverage customer communications. This is exceptionally important in the Contact Center environment.

Building upon our expertise in our industry, we have developed our Workforce Optimization (WFO) suite of offerings with our customers' needs in mind. Our WFO solution builds on Call Recording and Quality Monitoring (QM) solutions, incorporating Speech Analytics and Workforce Management (WFM) to maximize your Contact Center’s efficiency and ROI.

First, our Subject Matter Experts (SMEs) conduct a Contact Center Assessment of your organization’s technologies and usage, and identify areas for growth and improvement. We then design a customized WFO solution to address the specific and unique needs of your organization.

Maximize efficiency for your Contact Centers by:

  • Improving agent productivity
  • Identifying performance gaps
  • Delivering targeted coaching
  • Effectively forecasting workloads
  • Creating optimal staff schedules

Tags: Contact Center Assessment, Quality Monitoring, Speech Analytics, Workforce Management, Workforce Optimization

Have a question? For assistance call 1.800.836.1160 or send us a message.