Agents are more engaged and happier when they’re working the shifts they prefer, when they have the knowledge to resolve customer queries the first time, and when they’re busy – but not frantic.
Allowing agents and supervisors to gauge the quality of voice and text based customer interactions will help flag areas for improvement in processes, experiences, and performance.
Monitoring facilities include:
Monitor customer satisfaction by collecting feedback immediately after a call, while the details are still fresh in the customer’s mind. Surveys are easy to create and can be delivered through IVR or email.
Our cloud hosted survey system makes data collection and analysis easy.
You can only improve what you can measure. We provide all your team with dashboards, wallboards and reports which they can quickly customise to show the performance metrics they need to track and measure.
Multiple methods to forecast workloads and staff requirements, so you achieve maximum utilisation of available resources.
Broaden the focus of the contact centre from strictly departmental goals to an enterprise-orientated set of objectives.
Use the integrated scorecards, dashboards and reports to improve service delivery and raise customer satisfaction scores.
Automatically identify performance issues and recommend specific coaching actions.
Track agent activity against what they are scheduled to do during their shifts.
Allow agents to choose preferred shifts and swap their shifts with others.
We understand that technology itself is just a part of the solution, and that expertise and experience is what really makes it work.
Our Workforce Optimisation solution is built around a consultative onboarding process, where our expert analysts work closely with you to understand your key drivers, and then configure the solution to make it work how you want it to.
Knowing where to make improvements in efficiency of contact centre operations can be challenging.
Our professional Workforce Optimisation consultants provide contact centre managers with expert advice on how to obtain the most from your contact centre. Consulting services includes