The Top 10 Cross-Function Workforce Optimisation Processes
A workforce optimisation suite provides customer engagement centres with more than bundled software at a low price. There is inherent value in a WFO suite’s ability to activate workflows that span multiple traditionally siloed functions. In this research, we discuss the key cross-domain workflows.
Recommendations
Customer engagement leaders should quantify the business benefits of adopting an approach that uses a WFO suite to:
- Automate and elevate the agent evaluation process.
- Improve operational performance and understanding.
- Automate and add intelligence to agent training.
- Simplify and optimize the agent management process.
Introduction
A WFO suite spans the entire agent life cycle from onboarding to day-to-day operational aspects like call recording and quality management (QM), workforce management (WFM), coaching/e-learning, reporting and analytics, and customer feedback. Large customer engagement centers tend to buy these functions as siloed investments from multiple vendors rather than as a single suite.
