Workforce Optimization (WFO)
According to Gartner, “a Workforce Optimization solution integrates disparate contact center technologies — including contact center performance management (CCPM), eLearning, interaction analytics, quality management (QM) and WFM (Workforce Management) — that execute against a high-level framework encompassing strategic contact center planning, agent recruitment, deployment, monitoring, evaluation, improvement and motivation, and corporate accountability and contribution”. In simple terms Workforce Optimization 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 is very much at the core of this approach, Workforce Management being the solution with the most impact on contact centre efficiency. Teleopti has always focused on making the best Workforce Management solution available, and provides an out-of-the-box solution for tight integrations with QM and eLearning solutions. Teleopti CCC comes with a rich Software Development Kit (SDK) included in the base package to facilitate Workforce Optimization solutions, which among other things allows:
- Agent synchronisation: single point of entry of agent information and synchronisation of changes to agent data means reduced administration and errors and considerable time savings
- Integrated performance reporting: import and display QM evaluation scores in employee scorecard and team KPI’s in Teleopti CCC for total performance view
- Scheduling of eLearning: automatic interface for exporting schedules and importing back training sessions for individuals and groups for less manual work and higher efficiency
- Smarter analytics: record and analyse the “right” interactions in QM solutions, based on call peaks or schedule information exported from Teleopti. Leads to higher effectiveness in quality monitoring
This way, customers may continue to choose the Workforce Management, QM, eLearning solutions that fit their needs, and benefit from integrating key aspects of agent administration, performance reporting and scheduling workflows without locking themselves to proprietary solutions.
Related information:
Read more about the value of Workforce Management (WFM)
Read more about Teleopti CCC
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