Workforce Optimization

Optimize employee performance to deliver a consistent, loyalty-winning customer experience.

Unified Administration and Information Access

  • Reduce configuration and maintenance with a single point of administration.
  • Eliminate data synchronization issues by sharing employee information across all WFO components.
  • Provide easy, secure access to information through role-based portals.

Multichannel Recording

  • Review and resolve issues with employee and business performance.
  • Get a full view of the customer experience across all contact channels, including what happens in the IVR.
  • Maximize the value of recordings by sharing customer interactions while keeping them safe and secure.

Workforce Management

  • Meet service goals consistently with accurate forecasts for all contact channels and effective staff schedules.
  • Fine tune operations when necessary by monitoring performance throughout the day.
  • Hold employees accountable for doing the work expected of them.

Strategic Planning

  • Set service goals intelligently to understand the effect on the business and the resources required to meet them.
  • Minimize staffing costs with just-in-time hiring plans fully aligned with operational goals.
  • Create detailed budgets and track variances

Quality Management

  • Ensure consistent quality across all customer contact channels.
  • Streamline the quality process with automated selection and delivery of interactions to evaluate.
  • Use customer feedback and speech analytics information to target key strategic initiatives.

Speech Analytics

  • Take action in real-time to improve the customer experience.
  • Gain business intelligence on operational performance and trends.
  • Mitigate risk from non-compliance.

Customer Surveys

  • Capture the customer’s opinion while still fresh in their mind.
  • Align internal processes and procedures with customer expectations.
  • Understand the full context of a customer’s experience.

Business Process Automation

  • Configure guided workflows for employees to handle escalations surfaced by WFO applications.
  • Reduce complexity and IT involvement with process templates for survey follow-up, scoring, and coaching, as well as escalation management.
  • Accurately forecast and track back-office work, including backlog.