The Contact Center Wish List

This month, while Santa is making his list and checking it twice, it is also a good idea for the call center manager to create a list of his or her own. As we approach the beginning of the new year, what types of goals would you set for your business? Start writing them down:

  • More accurate forecasts?
  • A better way to create schedules?
  • Better call quality?
  • Call recording software?
  • Finding improved ways to automate tasks?
  • Delivering a better customer experience?

Different call centers will have different priorities, but a Workforce Optimization (WFO) solution in the cloud may figure prominently in how all of these objectives are achieved. The integrated processes that comprise a Workforce Optimization solution work together to optimize both call center productivity and agent performance, while delivering a better customer experience. Forecasting gets better because WFM automatically processes the relevant data necessary to deliver more accurate projections. Scheduling improves because WFM factors both call activity and non-call activities, resulting in a more comprehensive view into the number and type of agents necessary to handle every shift.

Adherence tracking is also more accurate, because it can be conducted in real time. Call quality improves because recording, reviewing and scoring of calls is easy. New call center insights emerge because they just show up on a dashboard. Plus, with a cloud solution even smaller call centers with limited budgets and resources can afford a system with the same benefits and advantages traditionally enjoyed by companies with larger IT budgets. So when you make your list of ideas for improving your call center in 2014, don’t be surprised if you wind up with only one item: Workforce optimization in the cloud. Take a peak!