Workforce Optimization (WFO)
According to Gartner, “a Workforce Optimisation solution integrates disparate contact centre technologies — including contact centre performance management (CCPM), eLearning, interaction analytics, quality management (QM) and WFM (Workforce Management) — that execute against a high-level framework encompassing strategic contact centre planning, agent recruitment, deployment, monitoring, evaluation, improvement and motivation, and corporate accountability and contribution”. In simple terms Workforce Optimisation is the bridging of contact centre technologies that all aim at improving parts of an organisation´s operations, into a more integrated solution that aims at total operational excellence.
Teleopti CCC lies at the core of WFO. Our all-encompassing solution provides out-of-the-box capability for seamless integrations with QM and eLearning solutions. Teleopti CCC comes with a rich Software Development Kit (SDK) to facilitate further development of Workforce Optimisation solutions, which can provide:
- Agent synchronisation: single point of entry of agent information, and synchronisation of changes to agent data – to reduce administration time and improve accuracy
- Integrated performance reporting: import and display QM evaluation scores and other KPIs right into employee scorecards, for example, for an overall performance view
- Scheduling of eLearning: automatic interface for exporting schedules and importing back training sessions for individuals and groups, leading to reduced manual work and increased efficiency
- Smarter analytics: record and analyse the “right” interactions in QM solutions, based on call peaks or schedule information exported from Teleopti. This can lead to much more effective quality monitoring practices.
Teleopti´s open-architecture approach allows our customers to choose the best Workforce Management, QM and eLearning solutions and integrate key aspects from each system (e.g. agent administration, performance reporting, and scheduling workflows) into a centralised interface. This keeps businesses from being locked into inflexible, proprietary, closed-architecture solutions that do not meet their exact needs.