Workforce optimisation
While workforce management is part of workforce optimisation, workforce optimisation also embraces many other applications including call recording and quality monitoring, e-learning, performance management through scorecards, customer feedback management, integration across front-office, back-office and branch operations, and speech and data analytics. By enabling these functions to work together workforce optimisation provides a system for continuous improvement
Many contact centres start out by using a standard Excel spreadsheet to produce forecasts and schedules, managing these documents can be a very time-consuming and complex process that only scales so far. Queue Logic can help customers migrate from this approach to a full Workforce Optimisation approach that will move planning from a reactive to a more proactive model.
Workforce optimisation solutions can deliver key contact centre functionality including:- Workforce Management: to ensure organisations have the right agents available with the right skills at the right time by providing in-depth strategic planning and workforce management tools to improve the performance of inbound, blended and outbound staffing resources.
- Recording & Quality Management: to record and evaluate agent performance, capture real-time customer feedback, and give organisations insight to both business issues and agent performance.
- Performance Management: to measure and communicate results to continuously improve business processes and ensure performance is aligned with overall goals.
- Training: deliver targeted training to drive performance improvement.
Please contact us to discuss how our Professional Services team can assist with your Workforce Optimisation needs.
