Article : A 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 need a new edge as more conservative contact centers have started to close the gap.
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.
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.
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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.
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, October 7, 2015
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