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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

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 works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
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."

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.
 

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

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)
 


"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."

 
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."

 
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 is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on... (read more)
 
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 – 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

"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)
 
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 - Choose Your Response Method Carefully

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

Published: Friday, April 2, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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