Workforce optimisation tools are solutions for boosting employee productivity and efficiency. Packed full of features to inspire your team, guide decision-making, and empower supervisors, these solutions have grown increasingly popular lately. As companies continue to digitize and evolve for the new age of hybrid work, it’s crucial to have an effective way of managing productivity.
At a time where most managers don’t have the option to “watch over” their staff in person, workforce optimisation tools allow brands to direct their staff members more effectively. The best tools come with everything from employee scheduling and attendance tracking, to onboarding services, leave management, call centre optimisation, time tracking and more.
Let’s take a look at some of the top workforce optimisation options for agents as we enter the new age of flexible and hybrid work.
Verint
Verint’s workforce management and optimisation system offer companies a convenient way to improve productivity, make better decisions and discover new opportunities. If you’re looking for a way to improve customer experience by empowering your teams, Verint can help.
The Workforce Optimisation software has improved CX and business outcomes while reducing costs and building efficiency for countless teams. Users can easily navigate a state-of-the-art system for scheduling, forecasting, automated quality management, and more. Just some of the features available within Verint’s WFO service include:
- Automated quality management with AI evaluations
- Performance management to track individual or business outcomes
- Customer and employee interactions
- Sentiment analysis
- Workforce coaching
- Cloud deployment
- Flexible scheduling across multiple locations
- Flexible time-off requests
- Shift swapping
- Mobile app access
- Backlog and aging
With Verint workforce management, companies can access everything from activity-based scheduling to make teams more efficient to robust position planning. The API-first architecture also ensures that you can use the Verint tech with any ACD you choose.
NICE inContact
Promising a convenient way to fully leverage your most valuable resource (your team), NICE InContact provides full workforce management and optimisation platform. The streamlined software allows business leaders to forecast demands, adapt to trends, and respond to changes in the marketplace, with intelligent automations and flows.
In-built artificial intelligence and machine learning technology helps companies to discover new opportunities and unlock greater efficiency. The NICE solution is included as a unified component of the CXOne offering, making administration and management streamlined and simple. Features include:
- Engagement reporting
- Shift bidding and trade requests
- Direct access to a dedicated agent desktop
- Intraday re-forecasting
- Automated workflows
- Unified BI reports
- Intelligent AI algorithms for scheduling
- Long-term planning with reporting
- Mobile application access
- CXOne integrations
- Performance management and quality management
- Interaction analytics
NICE InContact builds a WFO offering for the new age of work, where companies are under more pressure than ever to adapt to a changing landscape. You can plan and staff your business across all channels from voice and chat to social media and SMS.
Aspect
Designed specifically to empower and engage the contact centre, Aspect has an award-winning Enterprise workforce management solution. According to the company, the best-of-breed solution features accurate forecasting for all of your interaction channels, as well as real-time tracking to ensure that everything works as it should.
Flexible schedule and team management options keeps your business running on par with the needs of your customers. There are also real-time notifications, data access, and schedule management tools to discover. Aspect’s modern, easy to use interface is a breeze for employees to navigate too. Some of the available features include: