Call Recording Featured Article

Workforce optimization software can sometimes be seen as a catch-all phrase, but it really has a number of critical components which, when put together, can offer a myriad number of strong options for a company looking to succeed.

And according to a recent blog by an industry insider, it can also serve to make the ‘customer journey’ that much more effective, helping in client retention and overall good will.

Scott Sachs, President of SJS Solutions, a consultancy that specializes in the development and deployment of contact center technology, posted his comments at TechTarget.com.

“Workforce optimization software is comprised of a group of components including workforce management, quality recording, speech analytics, e-learning, knowledge management, performance management and other tools that support contact center performance,” Sachs noted. “Workforce optimization software can make contact center agents more efficient and help them provide timely service to customers.”

He added that companies need to keep their focus on the best use of customer service agents, “to make service interactions efficient and enhance the customer experience.”  To that end he recommends the use of WFM to better achieve those goals, citing the various aspects of this helpful tool and how each works in concert with the other. To wit:

• “Workforce management tools ensure that a contact center is accurately staffed to meet demand, helping to support the attainment of critical service levels,” Sachs says. And when service levels are met, customer DISsatisfaction goes down.
• “Speech analytics software allows organizations to document and evaluate the voice of the customer by analyzing calls and diagnosing problem areas,” he says. Knowing what the problem is, is half the battle.
• “E-learning assists agent training by pushing training modules directly to an agent's desktop to ensure [they] have the most up-to-date training available to them.”
• “Knowledge management provides an easy-to-access single repository of information that agents can utilize to respond to customer inquiries,” Sachs says. It’s true: Knowledge really IS power.
• Performance management provides dashboards and insight into critical metrics to determine how individuals and teams are tracking goals and to identify areas for potential improvement.

Sachs concludes: “By investing in workforce optimization software, companies aim to enhance the customer journey by becoming more efficient in staffing and analytics.”