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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


2023 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018
Cut Every Customer Call By One MinuteOctober 1, 2018
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018
Comfort Pets at Contact Centers? Why Not?October 1, 2018
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018
The “Now You Knows” of Speech AnalyticsAugust 29, 2018
Can Contact Center Agents Replace In-Store Employees?August 29, 2018
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018

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