What is call center workforce optimization software?

Many call center managers are still challenged with having the right number of agents with the right skills, ensuring that calls are handled in compliance with regulations and policies, while also delivering great customer service. Call center workforce optimization software offers a complete suite to automate workforce management, call recording, quality assurance and agent analytics. Call centers can quickly and easily optimize all aspects of their workforce with one affordable solution, resulting in better utilization of resources, better cost management and improved service levels. It unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service. The following are typical components of a WFO suite:

  • Workforce Management
  • Call Recording
  • Quality Management
  • Screen Capture
  • Performance Management and Agent Analytics

The integration and unification of data and functionality of WFO platforms help companies redefine the way they operate and establish a more proactive and flexible call center management. Only an integrated WFO suite allows call center managers and supervisors to “connect the dots” and get the whole picture, allowing them to positively impact productivity, quality and the bottom line. Please follow this link to watch a workforce optimization software video.