Deploying Workforce Optimization into your contact center can deliver significant improvements in agent efficiency and performance resulting in happier agents and more satisfied customers. Learn how our WFO calculator can help benefit your contact center operations:
We make optimization decisions every day without realizing it. Do I buy the lower cost store brand or the higher cost name brand? Given my shopping list, what’s the quickest route through the store to get everything on it?
Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?
As contact centers move into a new decade, they cannot afford to ignore emerging technologies that can help them slide past the competition. In the new world of digital transformation and cloud-based solutions, workforce optimization is a tool that contact centers have to consider to stay competitive.
Business continuity is a priority as we return to the office, which is why we have worked jointly with ServiceNow to provide a proactive system for notification to ensure business longevity.
In light of the COVID-19 pandemic, many businesses realized that were not prepared for any disruptions to normal workflows. However, the ones who had business continuity plans (BCP) in place were able to quickly conduct operations outside of their normal parameters.
Prior to the global pandemic, working from home was often viewed as a luxury or a work perk. It has allowed employees to avoid sitting for hours in traffic and has enhanced work-life-flexibility. From the business perspective, companies also benefited from this “work perk” by having access to a larger talent pool and reducing real-estate costs. Thanks to cloud technology, the work environment is no longer confined to a single location.
In all of the uncertainty of 2008, one company found their solution to cutting costs. A remote workforce. Poly has been perfecting this new normal for over a decade now.
As a remote worker, I have always conducted most of my meetings from my home office. With years of expertise of video meetings going unexpectedly awry and how to handle these moments, today I am sharing a few stories of how to manage these inevitabilities – and perhaps a few laughs too!
