Workforce Optimisation (WFO)

Need to serve your customers better and more cost effectively, whilst obtaining valuable data and information about each interaction? Workforce optimisation or WFO provides visibility into actual customer experience so you can ensure your agents are reaching defined goals and help you fix anything that’s not working. You can optimise workforce scheduling whilst monitoring agent performance.

• Use voice recording Quality Assurance to analyse customer interactions
  – Quality Assurance – Agent Scoring – Voice Ultimate
• Use call management data to manage scheduling
  – Call Centre – Agent Reporting
• Discover and observe the origins of customer and employee behaviour
  – Simple but powerful search- Voice Ultimate
• Use Workforce Optimisation to target and improve KPIs
• Address agent and staff skill deficiencies and provide effective appropriate training

Workforce Optimisation requires tightly integrated solutions across a wide spectrum of business processes. Some WFO products concentrate on specific areas such as agent scoring and scheduling, whilst these are essential elements of improving business effectiveness, on their own they are not able to deliver complete optimisation. “Office Solutions for Business ™” provides a range of software solutions designed to monitor critical areas of communication process and also integrate with CRM, ERP and business systems ensuring more effective optimization throughout the business.

Products

• Office Voice – Compact
• Office Voice – Ultimate
• Office Pro
  • Call Outcomes
  • Agent Reporting
• Office CTI
  • Database Integration
  • CRM Integration Table

“Our customer care team operate 24/7 taking calls from fleet drivers and operators across the country. The workforce optimisation features are invaluable in the planning of staffing levels within the teams but during particularly busy periods. The recorder is an excellent tool for training and I use it during assessments. I select calls at random and play them to the advisors so they are aware of how they sound to our customers and between us we can discuss whether the required level of customer service was achieved.”

Usha Mitchell,
Operations Manager
Fit4Fleet – www.fit4fleet.co.uk
Read the full testimonial