Optimize resource utilization and adopt a continuous improvement culture
Productive Workforce™ is a unified communications (UC) application for the contact center that delivers the tools and processes to help you optimize resource utilization and adopt a continuous improvement culture. By motivating agents throughout their workforce lifecycle, you can service more customers with fewer agents, reduce customer interaction costs, and improve customer service, sales and collections results
Productive Workforce enables you to:
- Reduce costs by aligning staffing with calling patterns.
- Improve quality and performance using automatic tools.
- Optimize efficiency through targeted performance feedback.
- Align performance at all levels of the organization.
Productive Workforce unites workforce management, quality management and performance management to reduce the cost per customer interaction and improve the customer experience. Whether your contact center or back office is centralized or distributed, Productive Workforce readily integrates with virtually any automatic call distributor (ACD) or dialer and brings your business rules, hard-learned best practices and administration into a centrally managed platform.
Unifying command and control of your resource planning operations reduces costs and simplifies training for managers and supervisors. Productive Workforce allows you to strategically evaluate multiple staffing plans to ensure you have the right number of agents with the right skills, at the right time. Even subject matter experts outside the contact center can be scheduled to improve first contact resolution resulting in higher customer satisfaction as well as agent productivity and retention.
Productive Workforce™ powered by PerformanceEdge® uses the power of software in a brand new way to target your specific business objectives and is readily extensible and includes access to complementary capabilities as your needs grow and change.
And, it provides significant benefits to organizations through optimized efficiencies, alignment with corporate objectives and strategies and improved quality of service.
Leveraging Productive Workforce enables you to:
- Reduce hiring and administrative costs
- Allocate resources and track performance to ensure quality interactions inside the contact center and across the enterprise
- Provide agent performance feedback and empower them to manage their own schedules.
- Analyze and report on the content, context, purpose and outcome of targeted recorded conversations.
- Utilize voice and desktop recordings as best practice training tools.