Brought to you by IPC Tech — Platinum Certified Mitel Support Partner specializing in connecting your business applications to optimize your communication experience.
In the previous post, we explained how workforce optimization helps organizations maximize productivity and operational efficiency and improve the customer experience. More than cutting costs, workforce optimization is intended to increase visibility into operations, improve communication, empower employees with the tools and data they need to do their jobs, and align business processes with customer needs.
Workforce optimization can be applied to any business area, but it was first used in the contact center. Workforce optimization in the contact center uses analysis of customer interactions as a framework for improving business processes and employee performance.
Contact center technologies and communication channels are integrated to provide centralized management and visibility of customer interactions. Speech analytics, text analytics, and employee performance analytics are used to evaluate agent performance and the effectiveness of contact center processes. Insights gained from data analysis are then used to reduce response time, increase agent productivity, and improve the quality of customer interactions across all channels.
Managers can track tasks, identify skill gaps, provide targeted training and coaching, match agents with tasks based on their skill sets, and measure the results of these efforts. Workforce optimization also allows managers to accurately forecast volume for all communication channels and optimize scheduling and staffing. Automated time and attendance software reduces errors and increases efficiency by eliminating manual time card tracking and data entry.
In many cases, workforce optimization will include tools that provide agents with on-demand access to current, accurate data so they can spend less time pulling up information during the interaction and more time helping the customer. The ability to make faster, more-informed decisions benefits both the agent and the customer, both of whom want issues to be resolved on the first call.
The best way to determine whether you need workforce optimization is to answer the following questions:
- Are you able to easily distinguish between agents who are top performers and those who are struggling?
- Are your managers spending too much time with manual quality control, reporting and onboarding processes? Does this take away from time spent training and coaching agents?
- Is your contact center often staffed with too many or too few agents because you struggle to predict demand?
- Do you know if any aspect of your contact center operations, such as call recording, is violating compliance requirements?
- Do you know if customers are happy with the level of service that they receive from your contact center? If so, can you produce a report that proves this conclusion?
Mitel recently introduced a new suite of workforce optimization applications that enable organizations to record, analyze and evaluate customer interactions. Omnichannel interaction recording, quality management, speed analytics, coaching and learning applications help agents resolve issues more quickly, resulting in a better customer experience, better satisfaction and deeper loyalty. Mitel workforce optimization applications are powered by ASC Technologies, which provides a consistent platform that increases service quality, provides real-time business intelligence and complies with regulatory requirements.
As a Platinum Mitel Partner, IPC can help you bring Mitel’s modern workforce optimization solutions to your contact center. Let us help you increase efficiency and productivity in your contact center and make sure you deliver the kind of experience customers expect.