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Article : Workforce Optimization Solutions: What is it?

We know workforce optimization solutions can help in creating a more efficient process when dealing with workloads and scheduling – but what constitutes workforce optimizations exactly? We asked industry experts for their views on the subject.

A survey by Joss Jalbert, ContactCenterWorld.com

Helen Bradshaw
Regional Revenue Manager
Omni Hotels and Resorts
United Kingdom

"Managing the staff scheduling to the anticipated demand in the most cost effective way, to maximise profit/customer service, at an affordable price and with schedules that are attractive enough to employees"
About Omni Hotels and Resorts

Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destina... (read more)
 
Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn
Malaysia

"technology, work processes, people and strategies. Managers must be able to leverage those factors to acheive the intended result. Optimization may no be realize in the short term but it is acheivable in the medium and long term."
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)
 
Joe Dean
Senior Product Manager, WFO Solutions
NICE inContact
United States

"WFO is about maximizing the efficiency and effectiveness of your agents and supervisors as well as the processes that surround them. This includes everything from the processes used to hire the right agents/supervisors to helping them function at the highest level of efficiency possible without jeopardizing customer service."
About NICE inContact

NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)
 
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Paul Lang
SVP of Product Management
LiveOps
United States

"Contact center workforce optimization (WFO) combines technologies from many previously siloed functional domains, such as workforce management, call recording, quality and performance management. It can be extended to include capabilities such as IVR based call surveys, together with e-learning and coaching applications."
About LiveOps

LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effec... (read more)
 
Nick Kossovan
Call Center Manager
The Travel Corporation
Canada

"Workforce optimization, also referred to as workforce management, is as the name implies managing your workforce through key indicators (usually defined as key performance indicators), and data / statistics, so at any given time you can determine how your call center is performing."

 
Tayfun Turkalp
Gm
Iletikom
Turkey

"The main element for me is, business process. What we are doing, and how we are doing? There should be better ways to respond the customer, and satisfy them. We should measure transaction time for each customer and resolution time for each query."
About Iletikom

Iletikom provides sales training and coaching programs.
 
Paul Smedley
Executive Director
The Forum
United Kingdom

"Getting the most our of your people in a sustainable way - so as to deliver your customer and business objectives. This now means working smarter - not working individuals harder. Optimisation involves planning resources/capacity, allocating schedules and tasks, skilling people to provide flexiblity and managing their performance and quality."
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)
 
Rick Seeley
Senior Manager Forecasting & Scheduling
Concentrix
United States

"Getting the most out of your staffing to meet your goals of Service Level, ASA, or whatever is driving your business. To me this optimization is the collaborateive efforts of Operations and WFM to insure you are getting the best bang for your buck while keeping Employee Statisfaction as high as you can without giving away the ranch. Not just a dictorial WFM process."

 
Gökhan Gözütok
3-D Bilisim
Turkey

"Any action that is intended to increase the effectiveness of overall call center key performance metrics is part of work force optimization. The main motive at the target in a call center environment is the human resource. Therefore, optimizing the work force means optimizing all the key metrics that is essential for a call center.
In summary, any actions for increasing performance of a call center can be called as work force optimization."
About 3-D Bilisim

3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)
 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"In the most simple words, it is having the right people at the right place and time. This however gets complicated with product lines, language requirements, employee contract terms, culture mix, family friendly work arrangements, etc."

 
Oscar Alban
Director
Verint
United States

"Workforce optimization (WFO) is a unified suite of solutions for addressing critical customer service functions across the enterprise, including quality monitoring and recording, speech analytics and data analytics, customer feedback surveys, workforce management and strategic planning, performance management, eLearning and coaching. With WFO, organizations can open new windows into customer intelligence, workforce performance and root cause analytics to gain visibility across the customer service delivery chain. In addition, it helps place focus on the three key areas of performance, efficiency and quality.

By delivering greater insight into customer interactions and processes, WFO provides a closed-loop system for continuous, enterprise performance improvement and long-term ROI. It helps drive service improvement, productivity gains, cost reduction, revenue generation, quality assurance and compliance, customer retention, performance enhancement, competitive advantage and customer satisfaction—which can have a direct impact on the bottom line of any organization."
About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Iaian Sherwell
MIS Manager
Merchants SA (South Africa)
South Africa

"Workforce optimization is the improvement of delivery of staff. This includes greater working efficiency, improved staff satisfaction, improved customer satisfaction, increased agent staff tenure, increased sales and improved processes and systems."
About Merchants SA (South Africa)

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
 
Pankaj Pandey
Analyst
IBM India
India

"Workforce Optimization constitues of a whole gamut of functions right from hiring upto the effective execution of the production staff. It ranges from short term to long term tasks. Basic jobs like Capacity Planning, Forecasting workload , Scheduling , Rostering , Reporting , Analysis , Call Center Agent empowerment, etc."
About IBM India

With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)
 
Ian Harrison
Contact Centre Manager
Eurotunnel
United Kingdom

"Using available tools and technology to ensure that the right resources are available in order to answer the right call volume."
About Eurotunnel

Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services. Since opening in the spring of 1994... (read more)
 
Jennifer Anderson
Director Client Support
Manpower
United States

"Taking your resources and making them as fully perfect, functional or effective as possible - if you are to take the dictionary stance on what optimization means. This to our organization means looking at our culture, tools, processes and people and making them work together efficiently. This is done by setting up our processes first, taking a look at what is broken, fixing it and then implementing technology around it. Technology does not drive efficiency, people and processes do. In order to have an optimized workforce, you need buy in from the very resources that are going to be using your processes and tools along with well explained expectations and information on how you are going to measure each process is successful. Without these in place, you have chaos."
About Manpower

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
 
Geert D'Eer
Contact Center Manager
SITEL Belgium
Belgium

"workforce optimization is getting the best out of the available resources taken into account all parameters (labour regulations, staff flexibility, incoming workload, call load patterns, outbound volumes, customer expectations etc.) and this on an easy, flexible and manageriabel way with the usage of different technologies."
About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
 
Mike Boyle
Principal Consultant
Optium
United Kingdom

"Workforce Optimisation (WFO) is NOT Workforce Management. It is more. WFO is about getting the best out of the people in your contact centre, in terms of performance improvement. Workforce optimisation is the convergence of a range of previously disparate contact centre solutions or tools. While WFM is part of workforce optimisation, WFO also encompasses many other applications including call recording, quality monitoring and speech analytics, e-learning and coaching, performance management through scorecards and incentive management, customer feedback management, integration across front-office, back-office and branch operations, and speech and data analytics."

 
Gregor Willenberg
IT Manager
Competence Call Center
Germany

"To optimize the workforce you need to define the right balance between IT and personal costs. The right investment for the right IT tools will help you to be more efficient. Those tools will help to reduce personal cost but can also be a lost of flexibility. To be a long term winner you need to reinvest the saved money in generating added value."
About Competence Call Center

CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)
 
Denis Johnston
Consultant
Haughgate Innovations
United Kingdom

"At one time optimisation was considered synonymous with efficient call routing. That the customer was efficiently linked to the right agent was enough. But times have changed. Optimisation means much more than connectivity. In my view the goal of workforce optimisation must be to instil "pride in workmanship" and "pride in colleagues' workmanship" so that the customer consistently gets the best possible service . It follows that so-called optimisation systems which are based upon monitoring individual performance and hitting targets have to be replaced with those that achieve improved customer satisfaction. Measuring such satisfaction is difficult but customer opinions provide the only valid basis for deciding if an intervention has improved, and so helped optimise, a system."

 
Alan Linter
IT, Projects and Planning Director
Capita
United Kingdom

"The efficient and effective utilisation of resources in an organisation, encompassing forecasting, scheduling, planning and adherence whilst considering recruitment, training and attrition factors."
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)
 
Denis O'Donnell
Manager
Hired Help Ltd
United Kingdom

"Any process that reduces friction in the busioness process"

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"I would like to define this as the ability to maintain the least headcount at the same time achieving the overall goals/target set."
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 LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Promoting Your Brand

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

Published: Friday, April 2, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

4.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

5.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
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