Workforce Optimisation

Workforce Optimisation (WFO) is about getting the best out of your people to provide a superior customer service while effectively managing operating costs.

Managing the productivity of your workforce - whether in the contact centre for efficient call centre workforce management, across branches, or in the back office - can be a challenge. Workforce Optimisation is recognised as a means of enabling a more holistic approach to managing the workforce. However, Workforce Optimisation can deliver much more including improved customer management.

For some, a WFO programme may start with workforce management or interaction recording, for others, the focus is on contact quality evaluation, performance monitoring or eLearning. Increasingly, organisations are also using WFO tools to understand their customers, such as customer feedback and speech analytics.

Wherever you start, in partnership with Avaya, NICE and Verint, ATIO has unrivalled depth and understanding in both the processes and technology needed to support you in achieving your WFO business objectives - from a single point solution through to a fully integrated WFO approach, which may include capabilities, found in leading integrated WFO-suites.

  • Recording
  • Quality Assurance
  • Workforce Management
  • Work Assignment
  • Coaching
  • eLearning
  • Enterprise Feedback
  • Performance Management
  • Speech Analytics
  • Desktop Analytics
  • Text Analytics
  • Gamification
  • Robotic Process Automation
  • Customer Journey Analytics
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