Magazine article CRM Magazine

Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively; Tech Solution: Workforce Optimization Tools

Magazine article CRM Magazine

Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively; Tech Solution: Workforce Optimization Tools

Article excerpt

Staffing a contact center requires properly trained individuals and a robust communications platform. Staffing one well requires technology that can provide support solutions for the best allocation of scarce resources into an environment that has an ever-broadening demand for services. Organizations can achieve measurable results by developing their agents through coaching, the practice of continually evaluating behavior, using personalized training and feedback to correct any problems, and providing recognition and rewards to build motivation.

[ILLUSTRATION OMITTED]

* Product: Envision's Performance Suite

Delivery Model: installed software

Price: Envision's Performance Suite costs $1,200 per user. That includes Envision Quality Monitoring, eLearning, Workforce Management, agent desktop, and Business Intelligence.

Business Benefits: Envision Performance Suite enables contact center managers to deliver training, coaching, and scheduling information to agents via a browser-based agent interface.

Capabilities/Functionality: The three key components of Performance Suite are Workforce Management, Quality Monitoring, and eLearning. Workforce Management allows for various traffic models, priority scheduling, integrated coaching sessions, and comprehensive metrics on contact center performance. Quality Monitoring includes automated and on-demand recording of an agent as well as support for rules-based voice, email, and Web chat recordings. Envision eLearning has an authoring tool for the creation of training videos and Right-Time Coaching, which allows managers to select predefined business rules.

Contact: Envision Inc. at 1-206-225-0800, x500; email at sales@envisioninc.com; or visit www.envisioninc.com

* Product: IEX's TotalView Workforce Management

Delivery Model: Web-based

Price: The price of IEX's TotalView Workforce Management system ranges from $110,000 to $180,000 for approximately 300 agents, depending on the level of sophistication that the environment requires. This includes advanced features like Adherence, Multiskill, and Vacation and Holiday Planner. The price of these features ranges from $10,000 to $15,000 per module for a 300-agent operation.

Business Benefits: IEX's TotalView Workforce Management is designed to improve an organization's productivity and customer service within its contact center while lowering operational costs. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.