St. George, UT, USA, Jan 18, 2023 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs and collection agencies, launched a new Workforce Engagement suite, fully integrated within its contact center platform, TCN Operator. By amalgamating the elements of Workforce Management (WFM) and Workforce Optimization (WFO), the new suite aims to optimize call center operations by reducing non-productive agent hours and enhancing customer experience, regardless of the communication channel.
"Workforce Engagement allows managers and agents to focus on addressing a variety of goals by maximizing the workforce as a whole while also optimizing individual agents’ productivity and compliance," said McKay Bird, marketing director at TCN. "The seamless integration of Workforce Engagement into TCN Operator allows the platform to function at new levels of productivity."
The Workforce Engagement suite is a consolidation of WFM and WFO tools with a goal of optimizing contact center operations by increasing compliance, productivity and revenue while enhancing customer experience.
WFM is a tool that analyzes the arrival patterns of historical skill-based call center communication to predict and support staff scheduling needs. It evaluates "what if" scenarios and provides the most accurate agent scheduling forecasts using communication volumes, adherences and absence functions.
WFO is a business strategy model that increases agent compliance and performance by presenting real-time training and learning opportunities, resulting in superior agent performance and overall staff development.
Posted by Veronica Silva Cusi, news correspondent
A Global Provider in Call Center Technology: TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN supports billions of interactions every year between call center agents and customers. A Comprehensive Platform: TCN’s flagship cloud-based contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN’s secure platform integrates seamlessly with leading APIs and is accessible to agents with visual impairments.
Published: Thursday, January 19, 2023
Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall