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.