- Performance Improvement
- Dispute Resolution
- Voice of the Customer
- Regulatory Compliance
While there may be additional objectives, specific to an organization, these drivers are common to most. Each has their own distinct set of benefits. Following is a quick summary on what businesses can expect to gain:
Workforce optimization solutions deliver performance improvements in two areas critical to most businesses. The first area of performance improvement leverages recordings with evaluations and analytics to improve the quality of customer interactions and agent performance. The second area of performance improvement comes from being able to better meet service level objectives through automated staff scheduling and real-time optimization tools. Both areas of improvement deliver a compelling return on investment for the solution.
Dispute resolution is often the first objective for a business’ investment in a workforce optimization solution. Spoken words cannot be proven unless recorded. Voice documentation, via call and screen recording, provides the proof necessary to resolve disputes and the insight required to manage complaints. Both of these areas can result in significant savings in both dollars and good will for businesses.
Voice of the Customer
Most successful businesses are searching for any and all ways to truly hear the voice of the customer. Businesses that record communications with their customers have access to volumes of interactions representing the customer perspective on products and services. Additionally, if the recording solution allows for post contact surveys, the organization can also get direct feedback from customers on specific agent/customer interactions. Understanding the customers’ perspective, on both the business (from recorded interactions) and the most recent customer conversation (from post call surveys), delivers a unique, and extremely valuable, understanding of the voice of the customer.
All organizations are required to comply with various industry and/or government regulations. Failure to comply with mandated regulations can result in lawsuits, fines and negative publicity, with possible devastating, lasting effects on the business. Some regulations mandate that specific processes or standards be followed, while others dictate rules and guidelines for securing confidential information. Both businesses and agencies look for voice documentation as proof that processes are being followed. And, if recorded interactions also include sharing sensitive data such as credit card numbers or personal health information, regulations need to be followed for keeping that data secure. A good workforce optimization solution will deliver the:
- Ability to record and easily retrieve recordings of client-customer interactions for process adherence review
- Tools to encrypt, scrub, audit and securely archive recorded interactions with sensitive data
For more information on these workforce optimization business goals or how the Encore Workforce Optimization Suite addresses these business drivers, please visit www.dvsAnalytics.com.