WORKFORCE
MANAGEMENT

We transform the way you manage your workforce with a solution that enables businesses to improve operational efficiency across all channels – voice, e-mail, chat, social and SMS. When implemented correctly, Workforce Management (WFM) empowers back and front office customer experience agents and contact center leaders.

We can help you implement a WFM solution for

  • Reporting
  • Forecasting
  • Operational efficiency
  • Capacity planning
  • Optimizing staff scheduling & utilization
  • Intelligent Routing based on agent skill level
  • Attendance and adherence
  • Self-scheduling and assessment

New WFM
Quality-Monitoring

Quality
Monitoring

You will save time and money with systems that automatically analyze customer interactions for pre-determined skills and performance and provide real-time, tailored feedback to call center agents.

Quality Monitoring

  • Makes assessment and improvement objective and ongoing
  • Allows your staff to improve upon and create more meaningful connections with customers with enhanced processes based on quality management
  • Helps with customer experience scoring, intelligent search, pre-programed or custom reporting, speech analytics and customer feedback results

Interaction
Recording

Multichannel Interaction Recording enables real time customer and support agent insight to help you understand how you engage your customers. With business rules and processes customized for your organization, you can optimize your call recording technology to enhance agent productivity and customer experience and maintain regulatory compliance.

With Interaction Recording, you have the knowledge to implement

  • Proactive agent assessment
  • Custom training programs with live demonstrations from interaction recording
  • Ongoing customer call review to better handle/predict future customer contact
  • Process improvement plans for better workforce management
  • Processes to mitigate regulatory or legal costs
interaction-recording_v2_x2

e-learning

E-Learning

Optimize training with improved tracking to build, schedule and manage your entire customer experience staff development in one location. Make sure your training strategy is right for your staff’s generational learning styles and interests, so you empower agents and increase retention.

By providing E- Learning capabilities, customer experience agents can use online training modules to learn from any location. Whether they are using new technology for the first time or learning to leverage new aspects of an existing platform, E-Learning can increase agent performance and streamline daily processes.

All E-Learning modules are tailored to you, so you have a plan to empower your CX agents and improve customer satisfaction ratings.

READ OUR GUIDE FOR USE CASES ON HOW WFO BRINGS EFFICIENCY TO HEALTHCARE ORGANIZATIONS  Download Guide