In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
Contact centers use workforce optimization applications to gather and analyze customer feedback and agent performance data. This analysis helps CX leaders find ways to improve agent performance and, ultimately, boost business metrics.
WFO describes a broad technology category that encompasses the applications, data and analytics that contact centers need to improve agent efficiency and overall operations. These tools overlap with workforce engagement management (WEM) systems, which include applications, rewards and training programs, to improve agent satisfaction and performance.
WFO platforms typically include voice of the customer (VoC) survey data, performance and quality management applications, and call and screen recording capabilities. Additionally, they offer agent, desktop, predictive, sentiment and speech analytics. Contact center supervisors can use these analytics tools to learn how customer feedback correlates with employee actions.
As WFO tools offer data-driven insights, they generate the following benefits, which include greater revenue and improved CX.
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