Customers are an organisation's most important asset, so providing a positive, joined-up and increasingly personalised customer experience is an essential competitive differentiator for contact centre operators. That's where Workforce Optimisation Solutions can help.
The Workforce Optimisation suite from Verint delivers unprecedented visibility into your contact centre and customer service processes. Verint helps you capture and analyse customer interactions, improves workforce performance, and gives you the information you need to make the right decisions to support your customer engagement activities.
Workforce Optimisation (WFO) is about getting the best out of your people to provide a superior customer service whilst effectively managing operating costs. Managing the productivity of your workforce, whether in the contact centre, across branches or in the back office, can be a challenge. WFO is recognised as a means of enabling a more holistic approach to management but it can deliver much more.
For some, a WFO programme may start with workforce management or interaction recording, for others the focus is on contact quality evaluation, performance management or e-learning.
Regardless of where you start, Sabio has unrivalled depth and understanding in both process and technology to support you in achieving your WFO business objectives, from a single point solution through to a fully integrated WFO approach.
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