Workforce Optimization

Modern Workforce Optimization (WFO) solutions – a far superior option to excel spreadsheets – build on various Contact Center solutions to maximize efficiency and ROI in the Contact Center.

WFO seeks to drives customer experience improvements and employee engagement by using key applications:

  • Workforce Management (WFM): Schedules employees based on their specific skill sets
  • Performance Management (PM): Provides visibility into individual performance and target goals
  • Quality Management (QM): Creates a clear definition of quality across the organization
  • Interaction Analytics: Understands root causes of customer interactions and agent performance
  • Real-Time Process Optimization (RTPO): Guides agents in real time to make the best decisions possible, and when possible, automates routine desktop activities

The tightly integrated solutions of WFO enable organizations to:

  • Improve agent productivity
  • Identify performance gaps
  • Deliver targeted coaching and self-evaluation opportunities
  • Effectively forecast workloads
  • Optimize staff scheduling
  • Manage agent and workflow processes
  • Improve customer experience and retention
  • Turn the voice of the customer into actionable insights
  • Identify cross-sell and up-sell opportunities in real-time
  • Automate business processes with real-time guidance and insights
  • Leverage analytics-based modeling to dynamically personalize Contact Center processes

WFO solutions optimize operational performance, improve customer experience and retention, and empower agents to perform their best. By fully engaging employees in their interactions with customers, companies can gain a deeper understanding of their customers and improve their overall bottom line.

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