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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Unified Workforce Optimization in the Cloud

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Any kind of business is more successful when all of its divisions and employees are working together toward the same goal.

With larger companies, including call centers, this can be easier said than done. Different divisions have different priorities, and while all of them may be similar in conception (better customer service, improved efficiency, lower costs, etc.), these efforts can always be improved (and can occasionally be hindered) by the data and employee input from other parts of the organization.

This is particularly true of workforce optimization at a contact center. Such businesses are comprised of managers devoted to forecasting and scheduling, executives who review recorded and monitored calls to gauge customer service, and others who set goals for the organization based on agent and customer feedback.

Rather than take a siloed approach, where each system works independently without reciprocal operation with other divisions, WFO can provide easy access to cross-functional data that helps align teams, so they can work more effectively on common objectives. And access is immediate regardless of employee location, just one of the many benefits of a cloud delivery system.

With the centralized administration provided by unified WFO, there is no need to devote additional time and budgeting to costly integration projects, which can be effective but may not be scheduled more than once a month, if that. The fully integrated workforce optimization framework automatically delivers important call center insights, metrics and alerts on an ongoing basis. Now managers can make more informed decisions and react more quickly to internal or external trends. Result? A more optimized call center performance. We invite you to watch this fun contact center video that shows how supervisor Mary switched from spreadsheets to a unified workforce optimization solution.

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