Workforce Optimization Software Featured Article

How Workforce Optimization Helps Deliver the Best Possible Customer Experience

February 25, 2013
By Ashley Caputo - TMCnet Web Editor

In any industry, the most important aspect is making sure that customers are satisfied. Whether it is for a retail service, contact center or VoIP provider, the customer experience is the most vital part of having a successful business, which is why workforce optimization (WFO) solutions are essential.

WFO provides businesses with the software and services they need to capture and analyze customer interaction across all channels in order to make help them make strategic decisions to increase overall efficiency and effectiveness. New tools like speech analytics, call recording, eLearning and coaching and workforce management are being utilized by businesses around the globe to discover the best way to deliver exactly what the customer wants.  

Here are some WFO solutions that can enhance the customer experience:

Workforce Management (WFM)

Workforce management is a technology that enables contact centers to produce an optimized work schedule, forecasted schedules, shift bidding, intra-day management, data capture, real-time agent adherence, virtual agent swap board and detailed cost of schedules. These robust features allow businesses to increase the level of consistency of their services for clients, minimize the cost of agent payroll, increase agent productivity, and automate processes and produce administrative time savings. By combining the contact center, back office and branch location into one solution, businesses have the ability to communicate seamlessly across all channels.

Desktop Analytics

With desktop analytics, businesses are able to capture event triggers, protect sensitive data and automate API integration. This type of solution captures employees desktop activity across all platforms and processes, helps reduce liability by record select interactions for easy retrieval, gain visibility into agent activities when they are not on the phone and sheds light onto any ineffective application usage or misuse of technology. It can retrieve valuable information about customers during their interactions with agents, which will essentially help a business create a desirable platform for its customers.

Speech Analytics

Speech analytics go hand-in-hand with desktop analytics, but provide further insight into customer interaction through its phonetic-based speech engine. These solutions can phonetically index all of a business’ recorded calls immediately, search call database quickly with a simple word or phrase and create categories of critical queries to run against a business’ phonetic meta-data to find business insights. This is essential for businesses in order to pinpoint the reason why customers are calling and how satisfied they are with their services. For training and learning purposes, speech analysts can help both businesses and agents learn how to optimize a customer’s experience.

With such an immense selection of workforce optimization solutions on the market, there is no excuse why businesses can’t optimize their workflow and customer service techniques in order to thrive on the market.

Edited by Rachel Ramsey

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