True contact centre workforce optimisation

"Right from the start we were impressed with Sabio’s determination to identify and understand our operational needs before specifying particular WFO components. We wanted a solution that would balance our corporate needs with those of our agents and team leaders, and Sabio’s recommended solution plays a key role in helping to address key issues such as improving service quality and improving staff retention."  Business Manager UK & Eire Operations, Royal Caribbean Cruise Line

The contact centre industry has always been focused on productivity, however with contact centres looking for a more qualitative assessment of their contact centre success, Workforce Optimisation tools are enabling a more holistic approach to managing the workforce.

Workforce Optimisation (WFO) is about getting the best out of the people in your contact centre, in terms of performance improvement. For some, a WFO programme is putting a workforce management solution in place, for others the focus has been on recording, performance monitoring and e-learning.

The tools

Complete Workforce Optimisation requires the full integration of these tools:

• Workforce management – the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload
  
• Quality monitoring – monitoring agent performance, providing coaching to develop agents and improve the quality of customer interactions
• Interaction recording – the capture, tagging, storing and retrieving of multi-channel contacts with customers
• Customer feedback – real-time customer feedback that gives the business the ability to change behaviour to exploit an opportunity or minimise negative impact
• Speech analytics - using speech recognition tools to unlock information stored in recorded conversations to better understand the needs of your customers
• Talent and skills management – monitoring agent capabilities and using tools such as e-learning to improve their skills and ultimately their performance
• Performance management – measuring the performance of the contact centre and the agents to improve their performance
• Incentive management – setting targets for employees, providing motivation to meet those targets and rewarding them on how they perform 
• Balanced scorecard – identifying key performance indicators based on customer, people, process and finance and using integrated data from disparate sources to measure performance against business objectives to achieve organisational success

How Sabio can help you

Sabio is one of the few UK organisation with detailed knowledge of all relevant Workforce Optimisation components, from an integration, implementation and business perspective. We recognise that the move towards WFO will be a difficult evolution as it involves drawing together people, processes, applications and customers. The key focus will be on understanding the interoperability and integration between WFO components such as forecasting, scheduling, call recording and quality monitoring and then devising an approach that generates meaningful results and drives performance.

While complex, it’s not impossible. Many organisations will already have two or three WFO components in place or in development and, as a contact centre services and solutions company, Sabio can help you maximise the performance of your contact centre.