Workforce Management Challenges in Contact Centers

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Forecasting and scheduling agents are two challenges every contact center faces. Workforce Management solutions provide the tools needed to meet these challenges, as well as improve overall operational performance. When developed with the specific needs of contact centers in mind, workforce management software can deliver a host of advantages, enabling contact centers to meet service level objectives and operational goals.

7 Advantages of Encore for Contact Centers

Encore workforce optimization solutions provide the tools contact centers need to improve operations and boost performance.

Quality Management

Improve agent performance and new staff training for better customer service, employee retention and increased participation with advanced quality assurance tools.

Dispute Resolution

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

Incident Documentation for Legal Purposes

In case of legal proceedings, Encore delivers a comprehensive record of each interaction, complete with activity logs and controlled permissions to meet evidentiary standards.

Agent Scheduling

Encore workforce management provides the software tools to forecast staffing requirements and optimize schedule adherence.

Inbound Activity Monitoring

Evaluate customer interactions based on specific marketing or sales programs, or campaigns with Desktop Analytics with post contact surveys. Forecast for increased call volume with Encore.

Integration with Major CRMs

Interoperability with most customer relationship management solutions, such as Salesforce, enables powerful search functionality.

Security and Advanced Fraud Detection

Ensure confidential information in customer interaction recordings is protected, also helping to satisfy your industry PCI and HIPAA Compliance requirements.

Webinar: Hit Your Service Level Objectives with Streamlined Staffing

How staff is organized and managed affects their ability to perform. In turn, this impacts a contact center’s progress when working toward goals for Service Level objectives. Encore Workforce Management solutions are designed to help Contact Centers meet their goals and streamline staffing. Register to join DVSAnalytics on Wednesday, October 9, at 11:00 am PT for the webinar.