Workforce Optimization (WFO)
Need to serve your customers better and more cost effectively, whilst obtaining valuable data and information about each interaction? Workforce optimization 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 optimize workforce scheduling whilst monitoring agent performance.
- Use voice recording Quality Assurance to Analyze 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 Optimization to target and improve KPIs
- Address agent and staff skill deficiencies and provide effective appropriate training
Workforce Optimization 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 optimization. “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.
- Office Voice – Compact
- Office Voice – Ultimate
- Office Pro
- Office CTI