Workforce Optimization Means Quality AND Analytics

Quality assurance is a term widely used in the call center industry, and while it is an important tool when it comes to the customer experience, using it without proper analytics is not exactly an efficient means to running a tight customer-centric ship.

Quality assurance is developmental. Managers and agents receive feedback and to take action as a consequence of the feedback, setting collective priorities, and disseminating good practice. It can identify needs and resources, and it offers insight as to when to intervene and make effective and sustainable, continuous improvements.

Without an integral piece to the call center puzzle – analytics – the picture isn’t complete. Analytics can take the data from quality assurance recorded calls and reduce customer attrition, as proper analytics can figure out what changes might be necessary to stop clients from leaving. Analytics also helps boost revenue by revealing opportunities for upselling and cross-selling that were likely not known before.

What workforce optimization solutions do is take quality assurance and put the analytics right with it so you get the best of both worlds to master the art of providing the best customer experience while effectively managing agents and other employees.

Workforce optimization helps businesses balance efficiency and effectiveness by using the call center as a strategic resource. Using analytics, organizations capture, analyze, and act on information to improve workforce performance, customer interactions and customer service processes.

Customers today demand higher quality, competitively priced products and improved service while contact centers are continually tasked with striking the balance between service quality, efficiency and effectiveness, and revenue generation, cost cutting and profitability. What makes it doubly challenging is the social factor; call centers are being tasked with the multi-channel experience for their customers through social media, like Facebook (News - Alert) and Twitter.

Workforce optimization blends call recording, workforce management, performance management and e-learning functionality together. It is designed to help you plan, forecast and schedule your entire staff, both in the center and virtually, and measure and analyze their performance.