Workforce Management Featured Article
Take Your Workforce Management to the Next Level with Workforce Optimization
The individuals that are charged with caring for your customers have a lot to do throughout the day. At the same time, you have a lot of expectations when it comes to their performance. Do you want to manage these talented individuals through manual processes, or does it make more sense to leverage a workforce management solution that drives the desired results?
Likewise, is workforce management enough, or do you also need to make the investment in workforce optimization that ensures the proper outcomes each and every time? If you listen to workforce management solutions provider, Monet Software (News - Alert), the latter should be your primary focus. A recent blog by the company expounds on the benefits associated with workforce optimization.
According to Monet Software, workforce optimization takes workforce management to the next level. The former is designed to make agent scheduling much easier, automating much of the process that once required a manual focus. It also takes accuracy to a whole new level as it eliminates areas where user error caused problems. There’s a certain level of comfort that comes from providing the right number of agents to serve your clients.
Workforce optimization, on the other hand, allows you to learn something new from each and every customer engagement. Call recording, for instance, allows you to protect your company from legal action, while also providing a valuable resource for agent training and coaching. Quality monitoring allows you to assess levels of customer satisfaction with the speed and quality you want for each and every interaction. Finally, speech analytics allows you to drive deeper insight into what customers want, enabling you to anticipate their needs before the customer even expresses them.
Implementing workforce optimization as part of your workforce management provides the insights needed to attach key performance indicators to specific areas, driving them to higher levels as needed. At the same time, agents will do a better job with the tasks assigned. This can then lead to better productivity and enhanced efficiency, delivering benefits across the organization.
When working with Monet Software, you not only have access to workforce optimization capabilities, you also have access to this technology in the cloud through WFO Live. That means you can optimize activities in real-time, giving in-depth visibility and access to those who need it to make decisions. Likewise, your agents can interact through the system as well, putting in requests, checking schedules and so much more. Plus, you have access to Monet Software WFO Live security, keeping your information available only to you.
If you’re ready to take your workforce management to the next level, it’s time to take a look at workforce optimization and know what you’ve been missing out on.
Edited by Alicia Young