Creating Tomorrow’s Contact Center. Today.
WORKFORCE OPTIMIZATION: THE TOTAL
SOLUTION FOR CONTACT CENTER INTEGRATION
inContact WFO Unites the Key Components of Contact
Center Improvement
89
%
of People Will Abandon
a Company Because of a
Bad Service Experience
inContact Workforce Optimization is a suite of cloudbased enterprise Workforce
Optimization software and
services that lets you perfect your customer service.
Provide better experiences
by uniting all your customer service operations
Decrease labor costs with
improved performance
Capture and analyze
customer interactions
to uncover trends and
advantages
Make better decisions in
real-time
Track and improve
employee interactions
inContact.com | [email protected]
© inContact, Inc. 002291
Creating Tomorrow’s Contact Center. Today.
Unite Scorecards and Quality Management
Monitor and review agents’ adherence to KPIs in Scorecards then immediately
drill down to an agent’s quality score for more details.
Use Quality Management to Create Custom eLearning Schedules
Automatically send eLearning assignment requests to inContact Forecasting
and Scheduling based on areas of opportunity identified in Quality Management. Monitors can assign coaching directly from the QM interface as an
opportunity for coaching presents itself.
Segments of actual calls can be tagged as training material. eLearning can
be assigned based on QM score or areas of opportunity identified during the
monitoring process.
Use Agent Scorecards to Improve eLearning
Assign eLearning based on agent KPI scores. When selected KPI performance
falls below goal or outside of a set threshold, email alerts can be set up to notify
managers that training or relevant courses need to be assigned.
View Scorecards through Workforce Management
Monitor and review agents’ adherence to KPIs in Scorecards then immediately
drill down to an agent’s quality score for more details.
Optimize eLearning Schedules Based on Workforce Management
Automatically send eLearning course assignment requests to inContact Forecasting and Scheduling. Allow schedulers to view the details of the learning assignment requests including priority, deadline, and length of course. Learning breaks
can then be scheduled at the optimal time with minimal impact on service level
and after considering the attributes of the assignment request.
Combine the
Power of Workforce
Optimization with the
Freedom of the Cloud
No upfront capital investment or equipment
maintenance and no
waiting for new versions or upgrades
Unlimited optimization
and visibility across
any location including
at-home and outsourced agents
inContact is monitored
by a dedicated Trust
Office staff and includes SAS70 audited
data centers and Safe
Harbor Certification for
ultimate security
inContact’s pay-asyou-go model lets
you scale capacity to
real-time demand, so
you don’t have to overprovision systems for
high-demand periods
Increase Managed Operations Visibility with inView
Use the the inView operations dashboard to aggregate real-time performance data
from disparate systems to drive greater visibility and impact across all levels in
your contact center.
Gather Real-Time Comments from ECHO Customer Feedback
Ensure high customer satisfaction immediately after a call. Deliver customer
service survey via IVR, email, or chat immediately after contact to analyze and
understand ways to improve customer interactions.
inContact.com | [email protected]
© inContact, Inc. 002291