In Contact Centers, as in many other business environments, there seems to be a continual push to increase overall efficiency, all while decreasing operational costs. Newer technological advancements within the Workforce Optimization (WFO) suite can provide Contact Centers with unique and enterprising solutions to meet these two seemingly contradictory objectives.
Cloud-based hosting is one such solution increasing efficiency and decreasing expenses for many Contact Centers today. Hosting Call Recording and other systems in the cloud reduces or eliminates the physical footprint of a server. As such, hosted solutions conserve precious Contact Center real estate, while simultaneously decreasing internal IT management responsibilities and costs.
Subscription as a Service (SaaS) cloud-based applications mean that Workforce Optimization (WFO) is more scalable than ever, and well as more cost efficient. Options that previously were only available to enterprise-sized centers now are within the reach of small-to-medium sized centers.
Having a unified agent desktop is another impactful advancement in the Contact Center environment. Newer WFO solutions can bring together all applications, programs, and desktop windows into one comprehensive and easy-to-understand interface. With a unified desktop, the agent can spend less time clicking, searching for data, copying and pasting, and switching from one window to another.
Desktop automation, which is also available through the WFO suite, can complete many repetitive and boring tasks on the agent’s behalf, which leads to decreased handle time, agent frustration, and risk of human error.
The outcome implementing these technological improvements is an agent who can better focus his or her attention and energy on being personable and friendly. The customer gets a better experience, which leads to increased brand loyally. Both agent and customer have a more positive experience and company revenue increases.
At the end of the day, thanks to the WFO solution, the Contact Center has saved both headache and money.