Frequently Asked Questions

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What is Workforce Optimization (WFO)?

Workforce Optimization (WFO) is a series of processes used by contact centers to maximize customer satisfaction with minimal operational costs. Workforce Optimization software is typically deployed in contact centers as an integrated component of the existing communications technology infrastructure. The software automates processes, increases data visibility, improves staff performance, and helps the company meet industry compliance regulations.

What is Workforce Optimization as a Service (WFOaaS)?

Workforce Optimization as a Service (WFOaaS) provides practical workforce optimization solutions to today’s cloud (UCaaS) contact centers. These cloud-based solutions deliver the tools needed to improve agent performance, streamline daily workloads for supervisors, boost operations, and enhance the customer experience.

What is Workforce Management (WFM)?

Workforce Management (WFM) is a suite of digital transformation software designed to improve the performance of contact centers via enhanced training, coaching and motivation techniques for agents and employees. WFM software adds analytics and intelligence to certain functions in the organization, including recruitment, scheduling, forecasting, quality management, surveys, performance management, real-time adherence, eCoaching and eLearning. Insights into contact center operations are provided by interaction analytics of call and screen recordings, combined with speech analytics and other operational data.

What is Performance Optimization?

Performance optimization is dedicated to improving agent skills and tuning systems to work as efficiently as possible. Within a contact center, this involves diagnosing issues before they impact operations and addressing the needs of call center agents before performance is degraded, typically though the use of advanced training and eLearning programs.

What is Workforce Management?

Workforce Management focuses on enhancing operational efficiency. Through the use of forecasting, scheduling, real-time adherence, etc.  Workforce management software ensures contact center agents and supervisors with the appropriate skill sets are available during peak hours and helps the contact center adjust its workforce to accommodate increased or decreased demand.

What is Speech Analytics?

Speech Analytics technology provides speech-to-text functionality combined with search tools for the contact center. Among other benefits, this allows for continuous monitoring of compliance to various regulations. Automated and manual searches can be built into speech-to-text applications, providing up to the minute reporting (and reviewing tools) on call recordings.

What is Workforce Engagement?

Employee engagement is an approach designed to create a workplace that supports all members in their daily tasks, enabling them to perform at their best. Properly executed, workforce engagement improves team and individual productivity. When employees are engaged, their commitment to their organization’s goals and values are typically improved along with their performance.

What is eCoaching for Contact Centers?

eCoaching for contact centers simplifies training and coaching for contact center agents by automatically sending assignments to agents when their skills assessment shows additional coaching is needed. eCoaching software, when combined with a powerful analytics solution, addresses issues contact center managers are frequently challenged with: recruiting, training, outcome-based performance evaluations, personalized coaching, and more.

What is Gamification for Contact Centers?

Contact Center Gamification employs game mechanics within operations to motivate and reward agent engagement and performance. Properly designed and instituted, gamification motivates agents to complete personal and organizational objectives.

What is Quality Management?

Quality management is a process ensuring a product or service is consistent. While the focus is on product and service quality, quality management solutions also provide insights on achieving the desired outcomes through the use of planning, quality assurance, control and improvement.

What is Interaction Recording?

Interaction recording software provides contact centers with secure call recording and screen recording capabilities. Combined with powerful analytics functionality, interaction recordings provide a wealth of customer experience insights. Contact centers typically operate under various industry and government regulations impacting how interaction recordings (speech, text, or screens) are stored and retained.

What is Encore?

Encore® is a suite of software designed to deliver workforce optimization solutions, secure call and screen recording, quality management tools, desktop and speech analytics, and workforce engagement management tools. Encore empowers your workforce, augments your contact center and enhances the voice of the customer in one highly interoperable platform, on-premises or in the cloud.

How does Call Center performance Impact Customer Loyalty and Customer Satisfaction?

Contact Centers are a frontline of the customer experience. Customers’ perceptions of how they are treated during interactions are key product or services performance indicators. Interactions – via calls, email or chat – directly impact customer satisfaction and loyalty.

What are Customer Surveys for a Contact Center?

Properly designed surveys can provide a treasure trove of customer experience insights. Sending a survey immediately after a customer interaction can provide honest appraisals of the customer’s experience, reveal repetitive performance issues, and help create two-way conversations with customers.