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Article : Workforce Optimization Technologies

How can they be deployed across the greater enterprise, not just the contact center?



"Knowledge management solutions are a great example. They are repositories for information and can be used by a number of different organizations. Voice of the Customer applications can also be used to help identify customer issues affecting a number of organizations in a company."

 
Tayfun Turkalp
Gm
Turkey

"They need an outside consultant, which should contact top management, and get visibility."

 


"Telling and proving the benefits of the WF optimization to enterprises may affect the deploying of work force optimization technologies. In general, the benefit of the tools is for the entire organization. Any increase in the service level, or customer satisfaction is directly increasing the revenue of the company. Quality and performance management, work force management is not only for call centers. They are applicable to the entire organization after a successful call center practice. The call centers are relatively the best places to implement the concepts since there are lots of items that are being measured."

 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"Culture change is important. Its not there to catch people napping but to promote teamwork."

 
Iaian Sherwell
MIS Manager
Merchants SA (South Africa)
South Africa

"Probably the most useful bit of WFO technology that can be used across an enterprise would be reporting and CRM tools. By using these systems to channel customer contact information to the appropriate areas of the business, the organization can react faster to failures in processes and technology. This information can also give an organization a competitive advantage through identifying new trends and customer needs. Changes in customer calling patterns and call drivers can be very useful to marketing and sales prompting changes in up sell strategies. Real time monitoring of call types when merged with customer information can assist in early fault diagnosis and even fault avoidance."

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

"Technologies such as VMware will help optimization technologies to be integrated step by step from island solutions up to enterprise wide application. From the test case to the first release up to enterprise level you will have flexibility, scalable and a reliable solution that can suites your current enterprise/solution size."

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)
 

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Friday, August 20, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
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.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
 

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