Your workforce is both the most valuable and the most costly asset in your contact centre. Workforce optimisation enables you to get the best from your people by monitoring and analysing calls, collecting customer feedback, planning best fit resourcing and delivering performance metrics. This will give you a clear picture of what your customers think, want and need and how effectively you’re delivering it.
Understand your conversations
By capturing and analysing customer interactions you can gain a single, objective view of customer demands, behaviours, outcomes and experiences. This insight can then be used to inform and drive your customer experience strategy, maximise your business resource and give your customers the best possible service.
Maximise your investment in your people
People make up over two thirds of the cost base so ensuring you are getting the best from them is essential. Workforce Management (WFM) enables your business to correctly match demand to the best skilled people; manage and meet realistic SLAs; ensure schedules meet business requirements; and capture realtime information to make timely business decisions. This means you then have the right people in the right place at the right time, increasing productivity and improving your service.
Drive up quality
Quality management is a vital tool yet manual listings and offline documents can make the process difficult and cumbersome. Workforce optimisation can help. The automation of contact capture, screen recording and realtime evaluation can give you consistent and accurate data, enabling you to see the whole picture, for a more relevant analysis of your people.