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St. George, UT, USA, Jan 18, 2023 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs and collection agencies, launched a new Workforce Engagement suite, fully integrated within its contact center platform, TCN Operator. By amalgamating the elements of Workforce Management (WFM) and Workforce Optimization (WFO), the new suite aims to optimize call center operations by reducing non-productive agent hours and enhancing customer experience, regardless of the communication channel.

"Workforce Engagement allows managers and agents to focus on addressing a variety of goals by maximizing the workforce as a whole while also optimizing individual agents’ productivity and compliance," said McKay Bird, marketing director at TCN. "The seamless integration of Workforce Engagement into TCN Operator allows the platform to function at new levels of productivity."

The Workforce Engagement suite is a consolidation of WFM and WFO tools with a goal of optimizing contact center operations by increasing compliance, productivity and revenue while enhancing customer experience.

WFM is a tool that analyzes the arrival patterns of historical skill-based call center communication to predict and support staff scheduling needs. It evaluates "what if" scenarios and provides the most accurate agent scheduling forecasts using communication volumes, adherences and absence functions.

WFO is a business strategy model that increases agent compliance and performance by presenting real-time training and learning opportunities, resulting in superior agent performance and overall staff development.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com

Date Posted: Thursday, January 19, 2023