shadow top_arrows shadow
shadow
huntex_logo   0861huntrx
shadow
pic01_1 pic01_2
workforce
 
   

 

Workforce optimization

With conventional workforce management software, not all of the statistics necessary to improve contact centre efficiency are available in one place. That makes it more difficult to integrate the contact centre into the business's overall marketing plan. Average call handle time, for instance, is a useful statistic, but the mere length of a call doesn't tell you that your customer is furious with your service and wants to go to a competitor. But when you combine handle time data with information gathered by the monitoring technology, you gain a more robust picture of the contact centre and customer service and satisfaction as whole.

So why optimize?

A contact centre uses the workforce management portion of the solution to schedule the precise number of people needed — across multiple sites if appropriate — to ensure that it can meet the service level expectations of its customers. The monitoring component allows management to track agent attendance and workload volume — making sure that reps are plugged in during their shifts and taking their breaks accordingly. The quality assurance technology enables supervisors to assess the skill level and performance of its agents. And if an agent is identified as having an area that requires improvement, the optimization suite can push the appropriate training module to the agent the next time he logs on for his shift. (read more...)

useful_information
useful_information
 
footer
 
  footer  
 
  Who we are I What we do I Workforce optimization I Implementation and Installation I Contact
Current news & events I Partners I Useful information
© Copyright 2009 Huntrex • Design and maintenance by www.lovelab.co.za
member