Balancing customer demands and operational efficiency can be tricky — especially as more and more of your staff work remotely. But our Workforce Optimization (WFO) solutions address both: increasing employee engagement and productivity without losing sight of the customer experience.
We start with strategic assessments and analysis to develop a strategy, integrate solutions with your contact center platform and other technology systems, and provide ongoing support and optimization. Our comprehensive WFO solutions uncover areas of opportunity for efficiency gains, service maximization, and potential revenue generation.
We can tailor and support an entire ecosystem dedicated to effective customer engagement with positive business outcomes, utilizing a full menu of capable solutions:
Properly forecasting staffing needs using historical data and patterns, HRIS integration, real-time adherence monitoring, and simulated scenarios helps keep your organization running effectively and efficiently.
Robust QM solutions are always capturing interactions through full-time audio and screen recording, automatic redaction, call transcriptions, speech analytics and more for evaluation, scoring, and ultimately, improvements.
Beyond collecting the data and metrics, our advanced PM applications can provide scorecards and dashboards that display a mixture of quantitative and qualitative key performance indicators (KPIs) to help drive informed decision making.
Understanding the activity of your resources at the desktop level can help you improve productivity, streamline workflow, and increase adherence to company policies and procedures.
Beyond mining for just words and phrases, we conduct in-depth searches based on phonetics to uncover emotion, stress, tone, and sentiment.
We don’t work alone. We add industry leaders and innovators to your team, solving your challenges with an impressive ecosystem of technology and capabilities from trusted resources.
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