WFO, which is comprised of call recording, quality monitoring, workforce management, e-learning, and increasingly speech analytics is one of the best investments you can make. That is because WFO enables you to get the most out of your labor resources, which can represent 70 percent of your costs, by efficiently managing them via versatile and easy to use applications.

These automated solutions are far quicker to use and allows you to do more than old-fashioned spreadsheets and pad-and-paper. They are much more adept at complex tasks such managing agents with different skill sets such as Spanish and French fluency and in written communications : e-mail, SMS/text, social media like Facebook and Twitter and web chat.

"As the contact center environment gets more complex, the need for automated tools increases, and Excel-based scheduling and home grown forecasting don't cut it in a multi-skill, multisite, multi-center environment," points out Keith Dawson, senior analyst, Frost and Sullivan.

New and Down-the-Road-Capabilities

WFO suppliers and component makers have been devising enhancements to their solutions. ASC Telecom will launch its new version of INSPI RATIO Npro 9.0 quality management product later this year. The firm recently won a contract for Europe's largest QM deployment with Deutsche Telekom, involving 33 contact centers with more 10,000 agents.

Recognizing that security and resiliency are top of mind, CyberTech's new CyberTech 5.3 recording solution contains "Eraser," a new application that lets you completely remove data from hard drives. There is also a second CTI server on the recording system , which will take over whenever the primary CTI server fails.

Rugged forecasting and scheduling functionality is being extended to more tools. For example Telrex has integrated its CallRex WFM software and Fonality s PBXtra Call Center solution that enables CallRex to capture real-time call queue information. CallRex Workforce Management software builds a historical database of workload and work-time statistics collected from the Fonality product. (continued...)

1  |  2  |  3  |  4  |  5  |  6  |  Next Page >

 

© 2010 Customer Inter@ction Solutions under contract with MarketWatch. All rights reserved.