Workforce Optimisation
For years, contact centres have used a variety of software to address customer service functions, such as scheduling agents or monitoring quality.
These solutions tend to be deployed in separate areas, providing a narrow, fragmented view of operations.
Workforce optimisation addresses this problem by enabling the systems involved in critical contact centre functions to share information, work together, and ultimately deliver a better, more cost-effective experience.
Moreover, workforce optimisation can extend beyond the contact centre to include other areas of the business that can impact the customer experience, such as branch and back-office operations.
By capturing information on workforce performance, customer interactions, customer service processes, and customer loyalty, Workforce Optimisation helps your call centre or contact centre change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience.
Workforce Optimisation solutions comprise of:
- Quality Monitoring
-
Speech Analytics
- Workforce Management
- Performance Management
- eLearning
- Coaching
- Customer Surveys
- Application Analysis
- Add-on Options
- Best-practice consulting
Workforce Optimisation can help you:
- Capture customer interactions in their entirety, selectively, on demand, or randomly
- Analyse data from customer interactions to understand trends and root causes
- Establish realistic forecasts and performance goals.Schedule and deploy the right number of staff with the appropriate skills
- Collect customer feedback through IVR, Web, and email surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty in real time
- Measure performance to identify execution issues and excellence
- Make decisions that improve service delivery, efficiency, products, processes, and profits
- Drive improvement by delivering targeted training and coaching or re-engineering processes
- Refine your forecasts and performance goals based on key performance indicators and other valuable data you've collected
For more information, contact a member of the CCT team on 0117 3115885 or email us and we'll get in touch.