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Five Musts for Your Workforce Optimization Solution - Verint Monet - ContactCenterWorld.com Blog

Five Musts for Your Workforce Optimization Solution

What should you look for when considering a workforce optimization suite? 

Perhaps this will be your first time upgrading to a WFO system, or perhaps you purchased one that did not live up to expectations. Either way, this is something you don’t want to do again, so it’s vital to get it right.

Here are five “musts” for your next WFO investment.

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1. It must integrate with your other systems

WFO should adjust to your call center regardless of how it is organized. A cloud WFO solution will be customized to fit your environment, prepared and tested before it is live, and can run parallel with your hardware solution during the actual conversion, so it can continue to function if an issue arises. But it’s always a smart precaution to insure that the integrations during the selection process are understood and tested to avoid unpleasant surprises. 

2. It must provide accurate and comprehensive reporting

Everything you wish to achieve at your contact center starts with the reports generated by a workforce optimization solution. These reports provide the data that triggers changes, decisions, personnel training and effective communication. Simply put, this is how you know what’s going on at your business. Be sure the reports you’ll receive will help with workforce management, quality management and performance management. 

3. It must deliver reliable schedules

Used correctly, WFO will generate schedules that make sure you have enough agents on every shift, every day, while also reviewing shift patterns for highs and lows that could impact when breaks and training takes place. And if something unforeseen happens, as it often does in this business, the schedules generated by WFO should have enough flexibility to adjust as needed. 

4. It must provide real-time adherence

With WFO, a contact center can monitor and record the schedule adherence status of all agents in real-time. The system should track data on every status related to this issue, from lunches to daily breaks to when agents log out. By having this information easily accessible on a workforce management dashboard, managers can quickly compare the agent’s actual daily activity to the objective intended by the company. One can even create custom states and guidelines to address atypical needs for a specific contact center, such as after-hours work.

5. It must make your agents’ jobs easier.

They may be working in the contact center or from home. They all go through the same training but gradually develop specific skills that should be leveraged. They have different needs and preferences when it comes to shifts and schedules. And unfortunately, too many of them leave too soon, necessitating another round of recruiting, hiring and training. With WFO, calls and other communications can be automatically routed to the personnel best suited to handle them. It should provide flexibility in scheduling, making it easier to accommodate agent requests. And it must deliver the data agents need to make their jobs easier – which might induce them to stick around longer. 

Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that includes workforce management, quality management, analytics and performance management.

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/five-musts-for-your-workforce-optimization-solution

Publish Date: August 29, 2018 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Verint Monet

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