Call Center Software Solutions: Contact Center Workforce Optimization

Reduce contact center costs and improve performance with Workforce Optimization.

Contact centers are tasked with the challenge of providing exceptional customer service while controlling costs and meeting various performance and business objectives. The technology solutions that help centers tackle these challenges have been around for decades, including workforce management, quality monitoring, 
e-coaching/training and performance management, but it’s only in recent years that many of these related solutions have been brought together and offered under one platform umbrella to deliver a tightly integrated solutions suite. 

Although mostly subtle and largely subjective disparities still exist between market definitions of “Workforce Optimization,”(WFO) it has become the industry de facto term to describe this bundled product category for the contact center. You still may also hear it referred to as Agent Performance Optimization (APO), Workforce Optimization Technologies (WOT) or other names used by various industry authorities, but they are all largely describing the same general idea: the products or functions of agent recording (phone and screen), quality management, workforce management, e-learning and analytics - all integrated within a single platform to deliver the individual and combined benefits of each from a common user interface and administration console. 

The benefit of having these technology solutions in the contact center working together is much greater than the sum of them working individually and uncoordinated with one another. The value of seeking what’s perceived as the very best solution for each function from disparate vendors is now more than mitigated by the return of having them working in tandem, in one consistent user/administrative interface, and utilizing the capabilities of one another to provide extensive and invaluable performance, business and customer information…for the center and the organization. 

By employing Workforce Optimization, these previously siloed technologies are unified under one platform, providing complete visibility to customer interactions and the ability to identify, capture, analyze and act on real-time trends and information that was previously concealed or too dispersed and fragmented to make meaningful. Companies are increasingly turning to Workforce Optimization software to maximize information flow and agent effectiveness, while ultimately providing a world-class customer experience. 

Benefits of Workforce Optimization 

Adopting Workforce Optimization as an integrated suite has many benefits. With a single interface, there are reduced costs, simplified vendor relationship management, and an ease of use due to standardization. Workforce Optimization maximizes the information flow across your organization, allowing you to spot trends, adjust behavior and make decisions faster. With tools allowing agents to feel empowered, there is a reduction in attrition, and with better trained and more knowledgeable agents, an increase in customer retention. 

Envision has a Workforce Optimization solution that offers all of these benefits and more. Envision Centricity™ unifies Envision’s core solutions under one robust, thin-client Web-based platform. It expands performance management capabilities by capturing, aggregating and displaying valuable information at the agent, center and enterprise levels.