As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only 12% of companies plan to fully return to the office following the pandemic (most will continue with WFH strategies for all or some employees), and it’s easy to see how much the workplace is changing. You can’t have that drastic of a permanent change to the workplace without re-evaluating all technologies, business process, and change management.
In the past year, 55% of organizations added Workforce Optimization (WFO) applications to their portfolios, and 79% specifically cite workforce management tools as essential to helping them manage remote teams during the COVID-19 pandemic, according to Metrigy’s CX and Workforce Optimization: 2021-22 research study of 524 companies globally.
A driving force behind the growth in adoption is WFO’s ability to deliver measurable value to companies that want to improve agent and customer experiences, while making contact center operations more efficient.
WFO comprises a set of applications, data, and analytics to continuously improve the efficiency of the contact center staff and overall operations. Tools in this category include quality management, call/screen recording, Voice of the Customer survey platforms, analytics (agent, desktop, predictive, sentiment, and speech), performance management, and workforce management.
Avaya’s Workforce Optimization suite includes call/screen recording, quality management, workforce management, speech analytics, desktop analytics, customer feedback, and encryption, and more.
Very few companies have fully realized the power of using a common platform for employee and customer interactions.
Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC and contact center platforms—61.9% of those using the same provider. This clearly indicates most IT and CX leaders understand there is value in applying components of each platform with the other group. For example, the contact center team may start using the employee team collaboration tools, while the employees at large may start using the contact center’s call recording capabilities.
Workforce Optimization (WFO) is delivering significant value to companies that are trying to improve both agent and customer experience, while making contact center operations more efficient.
Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity.
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