WFO equips you with tools needed to maximise your agents potential and talent
Contact centre workforce optimisation (WFO) equips you with all the tools you need to maximise the potential of your agents and manage talent effectively. The primary components of WFO include quality management, scheduling, and workforce engagement – all of which serve to increase the productivity of your contact centre.
Agent productivity relies on a number of variables, ranging from technology/equipment access to optimal schedules, and rewards or incentives. Some of the key factors you need to remember when looking to improve productivity are:
Workforce optimisation solutions can push the needle on all of these factors in the right direction.
Contact centre WFO is often erroneously considered to be an operational tool, designed to maintain business as usual. In reality, WFO solutions give you enormous opportunities to generate value, driving individual agent productivity and efficient operations that reflect on your bottom line.
Creating agent schedules for large, multichannel/omni-channel contact centres can be a daunting task, and even a small error would have a ripple effect on productivity. AI/ML can ingest data on peak volumes, historic demand patterns, shrinkage, customer behaviour, etc., to recommend the schedule that best aligns with your business targets.
These two features empower contact centres agents and allow them to choose a shift during their most productive hours. Without worries around work-life balance or having to juggle multiple obligations, agents are likely to be more productive.
Agents and managers could overlook key improvement areas if the right performance data isn’t available at hand. Interaction analytics and screen analytics can together provide a holistic picture of agent productivity and if they are able to reach the desired outcomes.
Finally, WFO can reduce agent efforts by automating tasks such as call summarisation, knowledge retrieval, etc., and its engagement capabilities via gamification can drive productivity further.