Workforce optimisation tools empower companies to “work smarter” in the quest for exceptional productivity, excellent customer experiences, and enhanced efficiency. With the right tools embedded into the CX environment, business leaders can track crucial metrics about employee performance, and use what they learn to drive better business outcomes.
As the workplace continues to evolve, driven by new trends like remote and hybrid working, WFO solutions are becoming increasingly critical to every business. These tools ensure companies can align and optimise staff wherever they are, while making better decisions for the future of the company.
If you’re planning on investing in WFO technology in 2022, one of the first steps you’ll need to take is finding the right vendor. Here are some of the biggest innovators worth considering this year.
Verint
Leaders in the customer service software space, Verint offers companies a huge range of tools to enhance customer satisfaction levels and boost business performance. The workforce optimisation tools delivered by Verint are built specifically for the contact centre environment, empowering companies to improve staffing levels, guide employees, and boost productivity.
Verint’s easy-to-use technology makes it easier to answer questions about how to boost workplace efficiency, keep team members engaged, and drive better CX outcomes. The all-in-one solution even comes with built-in quality management and performance management tools, ensuring your employees are following the right processes in every customer interaction.
NICE
Nice is another market leader in the contact centre space making significant investments in the world of workforce optimisation and management. The WFO tools offered by NICE are designed to boost agent performance, identify, and close gaps in productivity, and effectively forecast workloads. The technology suite even makes it easier to track opportunities for upselling and cross-selling.
With NICE, business leaders get access to an all-in-one environment for workforce transformation, combining powerful WFM and WFO functionality into one kit. You can collect data about team outcomes, track the results of your employees on an individual or group basis, and manage day-to-day activity. There are also tools for helping you to manage scheduling more effectively, by tracking when you’re more likely to experience periods of peak demand.
Avaya
If you’re already leveraging Avaya’s extensive portfolio of CCaaS and UCaaS tools, it makes sense to explore the company’s WFO technology too. The Workforce Optimisation solutions from “Avaya IX Workforce Engagement” help businesses to use their contact centre technology more strategically, to boost customer loyalty and build effective relationships.
With Avaya WFO, business leaders can get behind-the-scenes insights into the most important metrics influencing team performance. You can identify bottlenecks in performance, and look for ways to empower your team with better training and scheduling opportunities. Plus, everything aligns perfectly with the rest of the Avaya stack, so you can keep your WFO and CCaaS tools connected.
Calabrio
Making the most out of your workforce is simple with help from Calabrio’s state-of-the-art workforce optimisation suite. The Workforce Engagement Management suite from Calabrio is offered as part of the Calabrio ONE ecosystem for contact centre management and customer engagement. Here, you can access all kinds of useful analytics to help you empower, motivate, and engage your team members wherever they are.
There are intelligent automation tools, to help reduce the number of repetitive tasks team members need to complete each day. You’ll also have access to customised reporting and predictive analytics, so you can determine when the biggest spikes in demand are most likely to influence your operations. You can even access a host of gamification tools, to promote better agent performance.
