TCN, a leader in cloud-based contact center solutions, has introduced significant updates to its Workforce Optimization (WFO) tool, designed to elevate contact center performance and foster a more collaborative and efficient environment. These advancements provide contact center managers with deeper insights into agent activities, enhancing decision-making and improving overall customer service.
- Empowering Managers and Agents with Deeper Insights:
- The latest WFO tool enhances contact center operations by monitoring Performance Indicators (KPIs), ensuring managers receive alerts when agents meet or exceed predefined thresholds.
- This allows managers to focus on key goals, fostering a collaborative work culture that leads to better performance outcomes.
- Real-Time Risk Evaluation and Compliance Monitoring:
- Incident flagging and a query engine are key features of the updated WFO system, allowing managers to identify compliance risks during agent conversations.
- When risks are flagged, managers receive immediate notifications, enabling them to take preventative actions and ensure compliance.
- Training and Learning Opportunities for Agents:
- TCN’s WFO solution identifies individual agents’ strengths and weaknesses, offering tailored training and learning opportunities.
- Agents can engage in personalized learning, addressing areas for improvement and reducing future compliance risks.
- Advanced Reporting for Smarter Decision-Making:
- The tool includes detailed reporting features that allow managers to gain insights into agent and contact center performance.
- These reports help identify areas for improvement, potential risks, and provide actionable data to improve overall contact center operations.
- Customized KPIs and Efficiency Enhancements:
- Custom KPIs can be set for individual agents, allowing managers to focus on specific areas that need improvement.
- Insight-driven dashboards provide visualizations that help managers assess performance metrics and optimize efficiency.
With the latest updates to its Workforce Optimization (WFO) solution, TCN is helping contact centers enhance performance through better insights, real-time risk management, and targeted training opportunities. By empowering managers and agents with intuitive tools and deep data analytics, TCN’s WFO solution paves the way for more meaningful customer interactions and a more engaged workforce.
