As 2017 comes to a close, it’s time to start thinking about what you can do to start the new year off right. Take note of how your contact center’s performance could be improved going forward and record your goals for 2018. Once you’ve got an idea about your goals, it’s time to figure out how you’re going to reach them.
One way to reach your goals in the new year is to make sure you have all the tools you need. One important tool is workforce optimization software. Workforce optimization software can help you manage your call center’s workload, meet quality standards, find more time for training and coaching, and gain insights from numerous helpful reports.
There are two important factors of workforce optimization that should be considered as you start the new year: employees and technology. By investing in technology like workforce optimization software, you are actually investing in your employees as well, because workforce optimization software allows you to create better employee schedules, train your employees better, and streamline processes which will help your employees do their jobs better.
Understand What Your Workforce Optimization Software Can Do
To get the most out of your workforce optimization software, you’ll want to make sure you’re using the software where you need it most. If staffing is a big concern for you, then use it to create optimal schedules. If your contact center employees’ level of customer service isn’t where you’d like it to be, then use the quality monitoring and recording functions to listen to and analyze customer interactions. You can also use the software to train employees so they are better prepared to serve customers at the level you expect.
Analytics are another feature of workforce optimization software that can help you improve your processes and start the new year off right. Analytics can help boost your call center’s success by improving customer retention rates, predicting whether follow-up calls will be successful, and increasing the quality and efficiency of calls.
Improve Back Office Efficiency
Workforce optimization software isn't just for your call center. The back office is generally tasked with things like remaining compliant and staying on budget. Workforce optimization software can improve back office efficiency by centralizing staffing and workload management, and helping the call center and the back office to communicate more efficiently which also improves customer service.
Start the new year off right with the workforce optimization solution that’s right for you. At KOVA Corp, we provide a number of enterprise workforce optimization solutions to help your contact center be successful. Our workforce optimization solutions are designed to work seamlessly across all areas of your business whether it’s the call center or the back office. Workforce Optimization with Verint Media Recorder offers a number of solutions to help you capture critical data about customers and processes so you can learn where there are opportunities to improve performance. Contact us today, to learn more about how we can help you start the new year off right.
