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Article : A Fresh Look at Workforce Optimization
Workforce optimization (WFO) encompasses several fields including communications recording, quality monitoring, speech analytics, eCoaching and workforce management. But a closer look at this suite of services clearly shows that its capabilities extend far beyond that. The whole is worth far more than the sum of its parts.
WFO is a customer-oriented process based on raw data supplied by the caller, and its ultimate goal involves improving individual and organizational performance. Unstructured data is converted into valuable and relevant information, and it helps to determine the agent’s efficiency, productivity and skill level. Moreover, the newly organized data helps the organization to streamline processes and enables decision-making on an enterprise-wide basis.
The Power of WFO
Workforce optimization empowers supervisors and enterprise management by spotting customer trends and evaluating the success of a campaign with near real-time accuracy. The ability to react nimbly to customer input facilitates a collaborative relationship, fully satisfying customers’ expectations and effectively meeting their needs. Quality monitoring, speech analytics and eCoaching create a synergy, working together to monitor the agents’ efficiency as well as identifying and resolving gaps in their competency.
Workforce optimization also satisfies the needs of a diverse group of marketing segments including contact centers, financial institutions and public safety organizations. Contact centers evaluate and improve the performance of agents; financial institutions meet compliance requirements and receive protection from liability; public safety organizations benefit from improved reaction times primarily through post-incident analysis.
Features such as Last Call Repeat replay an interaction from the beginning while the customer is still on the phone; critical when the caller is under stress, and fast response is needed. Threat call recording lets the agent preserve entire customer interactions at any point during the conversation, whenever the agent realizes something is amiss. Other features in the speech analytics module can be used to group calls together and email them back and forth as best practice examples for agent instruction.
Financial and Public Safety Organizations
Financial institutions also benefit from specific features of WFO. Bulk recording ensures they meet compliance requirements while not recording confidential items such as the credit card’s security code. WFO also helps to spot fraud, illicit loan activities and other transgressions. Screen recording and data capture ensure all communications are preserved and facilitate multi-channel recording.
The ability to provide a 100-percent view of all customer interactions through screen capture allows the application of advanced analytic methods and bulk recording to prevent fraud and enable a series of functions. These functions include balancing the workloads of agents; measuring, forecasting and managing resources; and monitoring and reporting on staff processes. In doing so, management gains insight into higher-value activities and improves productivity.
WFO’s fail-safe capabilities include emergency power supplies and backup hardware such as hot swappable hard disks and RAID 1 and 10. These fail-safe capabilities are critical for financial institutions and especially public safety organizations. Moreover, tamper-proof recordings and time stamps accurate to within a hundredth of a second can help with post-event analysis. Shaving seconds off PSAP response rates can make the difference between life and death.
Workforce optimization improves the quality of work performed, minimizes operating costs and facilitates both staff and customer retention.
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About Alexandre Martir:
With more than 20 years of experience in the Brazilian market, Alexandre Martir focuses on solutions for contact centers and corporate communications. In addition to his product expertise, his background also includes pre- and post-sales services, commercial support, team leadership, processes and internal operations, and international relationships.
ASC is a worldwide software company with a variety of solutions to record, analyze and evaluate communications. All multimedia interactions in contact centers, financial institutions and public safety organizations are documented and analyzed. The content of communications becomes transparent, critical information is generated and market trends are revealed, providing real-time business intelligence for immediate management action. With subsidiaries in the United Kingdom, France, Switzerland, the United States, Brazil, Japan, Singapore and Dubai, as well as certified and vastly experienced distribution partners, ASC’s ambitious projects span more than 60 countries. Headquartered in Germany, ASC is a global player with an export quota of almost 70 percent and a worldwide service network.
Published: Wednesday, July 1, 2015