The Top 10 Cross-Function Workforce Optimisation Processes

Whitepaper imageA workforce optimisation suite provides customer engagement centres with more than bundled software at a low price. There is inherent value in a WFO suite’s ability to activate workflows that span multiple traditionally siloed functions. In this research, we discuss the key cross-domain workflows.

Recommendations

Customer engagement leaders should quantify the business benefits of adopting an approach that uses a WFO suite to:

  • Automate and elevate the agent evaluation process.
  • Improve operational performance and understanding.
  • Automate and add intelligence to agent training.
  • Simplify and optimize the agent management process.

Introduction

A WFO suite spans the entire agent life cycle from onboarding to day-to-day operational aspects like call recording and quality management (QM), workforce management (WFM), coaching/e-learning, reporting and analytics, and customer feedback. Large customer engagement centers tend to buy these functions as siloed investments from multiple vendors rather than as a single suite.

FILL IN YOUR DETAILS BELOW TO FIND OUT MORE

Download now

ENGAGECUSTOMER.COM RESOURCE HUB OFFERS FREE DOWNLOADS FOR REGISTERED USERS

Please complete the form below. In addition to providing the white paper download, this also gives you access to our free weekly newsletter keeping you up with trends in the customer space, network with other members online and share ideas and ‘good practice’. Enjoy the benefits from the latest technology, free trials and much more…