If improving agent productivity is one of your goals this year, the most important step you can take toward its achievement is the addition of a workforce optimization (WFO) solution. WFO provides insight into customer interactions and service levels, delivering the data necessary to make important decisions about optimal management of personnel.
However, as with any other solution, it works best if you use it correctly.
Workforce Optimization is great. Unified workforce optimization is even better.
What’s the difference? In a word: togetherness. When everyone at the contact center works together, customer service improves. But in some businesses you may have one team focused on scheduling and staffing, another team dedicated to call recording and quality management. But there should also be an effort to analyze how both of these groups are functioning, and establish goals that may require changes in procedures from each of them.
However, as much as we may want these team members to cooperate, at too many call centers they are forced to make isolated decisions and act independently because they do not have access to information outside of their area or function. They need immediate access to information traditionally found in other areas and they need information automatically passed to them to eliminate slow, error-ridden manual processes.
A unified WFO solution delivers business integrations that let your contact center make faster, more informed decisions with a new level of visibility into workforce performance, customer service processes and customer intelligence across the enterprise. You can quickly get to the right information to drive a new level of performance improvement.
In our workforce management software demo videos, you’ll find out how a unified workforce optimization framework brings diverse functions together with features like a single graphical user interface and central administration.