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Article : Workforce Optimization and ROI

How can a company go about ensuring that a Workforce Optimization Solution will have the intended ROI? The question was raised before industry professionals, and the advice they offered is worth considering before investing in such technology.

Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn
Malaysia

"ability to control factors contributes to the optimization as stated in Q1. Ability to quickly response to changes ( flexibility ) is must."

About University Tun Hussein Onn

Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia. Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi... (read more)
 


"1. Understand your contact centers strengths and weaknesses in order to understand where the WFO solutions need to have the most impact.
2. Be willing to make changes to the way you do business based on the information you discover with your WFO solutions. Constantly strive to optimize your business.
3. Figure out how to impact the rest of your organization outside of your contact center. For instance, information gathered from voice of the customer programs can be used to drive changes in other aspects of your organization, from product design to marketing strategy."

 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"You need to know why you are measuring what you are measuring. Only measure what impacts your business and the caller's experience. Before implementing a workforce optimization solution know what performance metrics directly impacts your business. Know what you are looking for and why. Do not get caught up in the bells and whistles of a particular software."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
 
Tayfun Turkalp
Gm
Turkey

"Fastest resolution time for customers, and agents will bring efficieny for our business and, satisfation for our customers. We can increase solution number by agent, and decrease soltion time by customer."

 
Paul Smedley
Executive Director
The Forum
United Kingdom

"ROI comes not from swiching on the system, but through changes in policy or working practices that are enabled by the system. In achieving this a programme of gaining understanding and buy-in is absolutely fundamental. It is also vital that the whole management team understand the factors that drive optimal performance and that these are effectively planned and tracked. Key factors include issues that are often referred to as agent occupancy, adherence, call handling approach, system usage, customer experience etc"

About The Forum

The Forum are widely recognised as an inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offer... (read more)
 


"CC's have to measure all the KPI's such as FCR rates, Abandon Call Rates, Customer Satisfaction rates and also AHT.
If CC's can set right amount of right skilled agent to meet the calls, all those KPI's change positively and affect the revenue and CC's Performance.
Business processes should be investigated, and quality management procedures should be met."

 
Gregor Willenberg
IT Manager
Competence Call Center
Germany

"The right decision should be based on test cases to assure the return on invest and avoid losings."

About Competence Call Center

CCC – powered by TELUS International proves to be a strategic service provider that covers the entire life cycle of your customers. We offer end-to-end solutions backed by technology. Our focus is on... (read more)
 
Alan Linter
IT, Projects and Planning Director
Capita
United Kingdom

"That the solution offers real tangible benefits and does simply not become an alixia for poor management practice. Companies should ask what benefits could be derived by changing their approach, benefits of the solution should be additional to these."

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"It should be able to address the quality and quantity requirement of the company. ROI in this case is made specific to the company, tailor fit to address workforce demands. considerations should be based on the following:
1. overall manpower projections
2. long term goals of the organization
3. room for flexibility in case of changes in work demands and targets"

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Monday, November 23, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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