Workforce Management

Workforce Management Feature Article

October 31, 2012

Integrating Call Recording with Workforce Optimization Improves Customer Experience

By Amanda Ciccatelli, TMCnet Web Editor

Today, workforce optimization (WFO) helps companies improve the efficiency and effectiveness of customer interactions by capturing those interactions across all channels, analyzing to reveal insights and taking action to impact customer experience.

WFO combines recording, quality management and other call center technologies into one to oversee all call center performance. A WFO suite typically consists of tools for workforce management, quality monitoring, liability recording, coaching, performance management, surveying and speech analytics. These technologies bring together reports on enterprise functions from the call center and the back-office.

The bottom line of WFO is “information,” according to Monet Software, global provider of workforce optimization solutions for small and medium sized contact centers. WFO is all about collecting, organizing, analyzing and using information to improve efficiency and performance in the call center. Since the objective of call centers is to create the highest percentage of successful customer contacts, recorded phone calls of customer interactions offer the best indication of how well the call center is running. As a result, it is difficult to perceive how WFO can be attained without call recording software.

“This is where qualitative and quantitative data merge to form a more complete picture of day-to-day performance – what’s going right, and what needs attention,” wrote Monet in a recent blog post. In the call center, call recording provides insight into the skills of individual agents, adherence to best practices and quality of performance. And, combined with workforce management, a call center can use this important data to improve forecasting, scheduling and metrics in order to enhance customer service in the call center.

“These goals shouldn’t be achieved through separate technology, but instead through one user interface that incorporates all functions, which makes the data easier to collect and use for training, liability determination, or working together in shifts, teams or different call centers to address issues,” explained Monet.

These days, every call center has challenges, so call recording and workforce optimization helps to uncover those challenges and address them more quickly, limiting the negative impact on your business. “In this economy every customer lost is significant. Every customer saved is a cause for celebration,” according to Monet.For more information about the importance of call recording combined with WFO, click here.

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