Workforce Optimization Solutions
With 81% of companies recognizing customer experience as a competitive differentiator, it’s important to do all you can to positively impact customer retention and satisfaction. Implementing a workforce optimization program can be a powerful tool for consistently delivering excellent customer experiences.
Components of a Successful WFO System
- Workforce Management
Intelligent staffing and scheduling based on real-time forecasts and historical data - Quality Management
Call and screen recording to effectively monitor, evaluate and coach agents - Performance Management
Setting personal targets, benchmarks and achievements for each agent to deliver positive customer experiences
A Solution Built For You
One of our core tenets is fitting into your ecosystem. To that end, you have a choice when it comes to workforce optimization: you can choose to use our native solutions, which are unified with our cloud-based platform, CxEngage, or if you already have a preferred workforce optimization solution, we offer pre-built integrations with popular solutions from Verint, Teleopti, and Calabrio.
Workforce Management
Intuitive, enterprise-class workforce management solutions from Serenova. Powered by a robust forecasting and schedule optimization engine, Serenova WFM provides real-time monitoring to increase workforce productivity, reduce attrition, and save administration time.
Quality Management
CxEngage’s native quality management solution provides a unified ecosystem to help you manage your cloud contact center and proactively coach your agents.
Performance Management
By delivering real-time, customized data to every agent – such as personal targets, benchmarks, and achievements – CxEngage Scoreboard can help Supervisors create a culture of continuous development and agent engagement. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved.
