The Basics: Workforce Optimization Solutions
Adding a workforce optimization solution to a call center environment can seem like a daunting task – so many options, so much to learn and adjust to. But with the right system, the transition will not take long and the ROI benefits will quickly be realized through improved efficiency, and possibly reductions in labor costs.
But which WFO system should you choose?
Obviously we are partial to WFO Live, our award-winning software product. But as you peruse the market keep in mind that you are not buying just one solution – WFO should deliver a suite of automated services all designed to help your call center achieve its business goals and compliance requirements.
Those features should include:
- Workforce Management
- Call Recording
- Quality Management
- Screen Capture
- Performance Management
- Speech Analytics
Forecasting, scheduling, intra-day management and exception planning are all part of workforce management. Make sure the software allows for real-time adherence, so adjustments can be made quickly before they can impact service levels.
A call recording solution is invaluable in agent training, coaching and troubleshooting and establishing best practices. It also helps to resolve transaction disputes and determine regulatory compliance. You’ll want to invest in a solution that archives and retrieves calls quickly for review.
The quality management process incorporates dashboards, scorecards, agent analytics, customized reports and key performance indicators, to improve service levels, optimize utilization of resources and enhance cost management.
Screen capture adds video to the voice recording of an agent’s interactions, providing a visual record of how agents employ the technology at their disposal. This aids in agent training, and can help call center staff improve their performance in such key areas as first-call resolution.
By analyzing the scorecards and reports produced by workforce optimization software, call centers can become more proactive in their quest for improving customer service, rather than reacting to events that have already occurred.
Simply put, speech analytics takes call recording to the next level by digging deeper into the content of each call, identifying patterns and key words and phrases that can help to further refine customer service efforts and agent training opportunities.
The Operational Advantages of WFM
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