Increasing your user engagement by 100% in three months? Sounds like an impossible goal for a credit union. But it is exactly the growth Arizona Federal Credit Union achieved by implementing a workforce optimization and engagement solution in their contact center.

7 Key Abilities of Workforce Optimization

Here are seven key functions to look for when implementing a powerful Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solution in a financial institution contact center.

Quality Management

infographic: 7 Advantage of Encore for Financial InstituionsA WFO / WEM solution can provide a quick ROI by decreasing agent training time while improving agent performance. This delivers better customer service, greater employee retention, and increased participation.

Tracking performance and establishing best practices for both agents and evaluators is just the beginning. The ability to easily retrieve useful interactions is another important feature of a quality management solution. Other features to look for in your solution include:

  • Customized scorecards
  • eCoaching
  • Quizzes
  • Reports
  • Evaluations

Add the latest Speech Analytics technology and you gain valuable insight into customer interactions.

Dispute Resolution

Quickly respond to inquiries and complaints related to customer interactions with quality call and screen recording, extensive data capture, and powerful search capabilities.

Robust, reliable integration with your communications platform should deliver fast, accurate search and retrieval capabilities that supply the information you need to quickly resolve disputes before they escalate, thereby improving customer satisfaction.

Incident Documentation for Legal Purpose­s

In case of lawsuit­s or other legal proceedings, a WFO or interaction recording solution should deliver a comprehensive record of each interaction, complete with activity logs and controlled permissions to meet evidentiary standards.

Agent Scheduling

A workforce management solution should provide the software tools to forecast staffing requirements and optimize schedule adherence including:

  • Real-time adherence
  • Forecasting
  • Schedule optimization
  • Multi-channel communications

Inbound Activity Monitoring

You can evaluate customer interactions based on specific marketing programs or campaigns with desktop analytics and post contact surveys.

Automatically import relevant call data to identify recordings and facilitate the timely retrieval of selected recordings. This allows you to quickly and easily assess related interactions, or to survey the appropriate customers.

A WFO analytics solution becomes a powerful tool for fraud detection – providing the ability to insert customer-specific data into fields in the interaction recording record for quick, easy views of too-frequent or suspicious account inquiries.

Integration with Major CRMs

Find a WFO / WEM solution that provides a high level of interoperability with your customer relationship management (CRM) solution – like Salesforce, Symitar, or Microsoft Dynamics – to enable powerful search functionality. This interoperability, preferably via an API for flexibility, allows you to efficiently import data from your CRM database.

Security & Advanced Fraud Detection

A WFO / WEM solution should include strict retention schedules, controlled access, PCI compliance standard 256-bit AES encryption, multi-level permissions, audit logs: all the security features required in the financial sector for confidentiality and compliance.

Arizona Federal Credit Union Case Study

Between changes in technology, local and federal regulations, and competition with major banks, credit unions face a challenging business landscape. One of the great differentiators in today’s market is customer service and support. Finding an edge, a way to improve customer satisfaction and loyalty, is one of the keys to achieving organizational goals.

Discover how Arizona Federal increased their user engagement by 100% in three months, improved agent performance, and streamlined their contact center business processes. Download our DVSAnalytics Case Study for the Arizona Federal Credit Union.