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Article : A Paradigm Shift for Workforce Optimization

'Vice President International Sales'
ASC
Add Contact

The ability to extract useful information from raw data has revolutionized the core tasks of contact centers. Early adopters had already achieved a competitive advantage by using advanced technologies encompassed in workforce optimization, but now they need a new edge as more conservative contact centers have started to close the gap.

First-Generation Solutions

Workforce optimization (WFO) solutions generate significant value for contact centers and increase operational efficiency through advanced applications such as speech and desktop analytics, eLearning and workforce management. They have expanded the functionalities of multi-channel communications recording and quality management to improve customer service and experience.

The increased operational efficiency has provided a competitive advantage through shorter and more efficient processes, improved first-call resolution (FCR) rate, shorter average handling time (AHT), reduced coaching time, optimized learning and shorter waiting loops. More recently, gamification, the application of the typical elements of game playing to business activities, has improved the quality of customer service and the motivation of contact center staffs.

By implementing workforce optimization, contact centers, especially early adopters, used first-generation solutions to gain a competitive operational advantage.



The Transition to a Data-Driven Approach

Companies have always collected data from a variety of sources, but now the availability of advanced analytics tools enables the automated extraction of useful information out of unstructured mass data. This development means companies can use collected data on an enterprise-wide basis to discover the latest trends and facilitate prompt and informed decision-making by company executives.

Vast quantities of data can be amassed from diverse customer activities, including interactions with contact center agents and communications on social media, and the recent ability to transform raw data into structured information has becoming a competitive corporate asset. Analyzing data from multiple sources also enables cross checking for accuracy and the validation of trends. As a result, the best strategic decisions will be facilitated based on the latest trends.


Paradigm Shift for Workforce Optimization

The ability to extract useful information from raw data has revolutionized the core tasks of contact centers. Early adopters had already achieved a competitive advantage by using advanced technologies encompassed in workforce optimization, but now they needed a new edge as more conservative contact centers started to close the gap.

Since these early adopters had already achieved a high operational efficiency by implementing and refining workforce optimization, such as reducing the average handling time, they now focused instead on generating valuable information from customer interactions.

While multiple channels are available for customer input, the most useful format seems to be interactive sessions based on voice and chat. Real-time content and context analytics enables system-based, next-best-action suggestions by expanding customer intelligence. Interactive communications with the customer now focuses on generating actionable information through structured and guided communications. This approach provides a new advantage for early adopters beyond the fundamental statistics of operational efficiency.


Conclusion

The analytical functions in workforce optimization solutions have transformed the core challenges of contact centers beyond operational efficiency and customer service to business intelligence. The influence of contact centers now extends on an enterprise-wide basis, affecting the highest and most strategic corporate decision-makers.


About Thore Babin-Ebell:
Thore Babin-Ebell, VP Sales International at ASC Technologies AG, enables the company’s overall international growth. With more than 20 years of experience in global sales and corporate development, he ensures a unique customer experience with ASC’s sophisticated and market leading solutions for communications recording and analytics.

About ASC:
Company LogoWith the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, H
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Wednesday, October 7, 2015

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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