Workforce optimisation software offers companies helpful kits of tools designed to engage, empower, and enhance the performance of their teams. With the right WFO technology, business leaders can gain a better understanding of their internal workflows, the bottlenecks influencing customer service, and even how they can improve company outcomes.
As the connection between employee experience and customer experience grows increasingly clear for innovative organisations, demand for WFO technology is increasing. We’re even beginning to see these solutions embedded directly into CCaaS technology.
The question is, where do you start searching for the right WFO investment? Today, we’re going to be looking at some of the most popular WFO technology reviews we’ve covered in the last couple of years, to give you a convenient starting point.
1. Content Guru storm
Content Guru’s “storm” contact centre solution is a flexible environment for customer service, built by one of the key innovators in the CX world. Designed for an ever-evolving landscape, where customer demands and expectations are constantly changing, Content Guru’s technology works with a huge range of third-party tools and services.
One of the most compelling features of “storm” is its ability to integrate with a huge selection of workforce management and optimisation tools. Within the storm ecosystem, companies can gain access to a unified interface for tracking and understanding agent efficiency. There are advanced reporting features, with performance and quality monitoring, and even AI assistants for agents.
In our Content Guru storm review, we look at all the key capabilities of this CCaaS technology, as well as its close integration with the “CONTACT WFM” tech for workforce enhancements. Check out this review if you want to learn more about what “storm” can offer modern brands.
2. Cisco Webex Contact Centre
One of the better-known companies in the customer experience and communication landscape, Cisco offers a wide portfolio of tools to suit virtually every need. The Cisco Webex contact centre is the organisation’s approach to state-of-the-art flexible technology for contact centre agents. It’s also one of the handful of fantastic contact centres with WFO technology built-in.
The Cisco Webex contact centre has everything you’d expect from a cloud CX solution, including an easy to deploy and scale ecosystem in the cloud, omnichannel support for customer service, and 360-degree customer journey tracking. The WFO suite embedded into the technology comes with capabilities like agent scheduling, quality management, and reporting.
This end-to-end review of the Cisco Webex contact centre will tell you everything you need to know about the benefits and features of the CCaaS investment. We also include a quick look at the WFO tools included within the kit.
3. Calabrio ONE
More than just your standard contact centre technology, Calabrio ONE offers companies a comprehensive kit for managing employees and customer journeys. The cloud-powered suite combines everything modern companies need to stay ahead of the curve with customer service, with in-depth analytics and business intelligence tools.
Calabrio ONE’s fantastic focus on meaningful insights means it comes packaged with tools you wouldn’t get from every contact centre. This solution comes with call recording and quality management tools, as well as feedback loops for engaging your agents. Built-in workforce management and optimisation tools also allow for advanced forecasting, scheduling, and even intelligent automations.
Our Calabrio ONE review offers a close view of all the tools and technologies included in the ONE ecosystem, including a host of cloud-based AI and machine learning features. If you’re looking for meaningful insights, this could be the tool for you.
