Contact Center Workforce Optimization (WFO)
Happy agents mean happier customers
Our workforce optimization (WFO) solutions help you engage and motivate your agents to deliver exceptional customer satisfaction and support quality. We help you make the agent’s job engaging, encouraging, and rewarding, as well as identify learning and development opportunities to deliver exceptional customer experiences.
Request a DemoCohesive and supportive environment with WFO
Seamless and supportive agent experiences.
Integrated technology
Provide agents with a clear view of their schedules, performance targets, and feedback in one place.
Training and development
Identify skills gaps and provide learning opportunities to keep agents engaged to deliver better experiences.
Customer-centricity
Align agent goals with customer satisfaction metrics and integrate customer feedback into performance reviews.
Why ClearTouch’s Workforce Optimization (WFO)?
Unlike other providers, our Workforce Optimization (WFO) can be easily configured and operationalized within hours. It is designed to enhance agent productivity and performance – scheduling, performance management, training, and analytics.
Our WFO solution facilitates continuous employee engagement and feedback. With us, you can conduct surveys, seek feedback, and run recognition programs to maintain high levels of agent satisfaction.
Our WFO solution addresses the needs of all kinds of organizations – big and small due to its ability to scale up and down. You can easily customize and configure our WFO solution per your business needs.
Our Credibility
We have implemented our solutions to more than 1500 businesses worldwide across verticals. Listen to this—we haven’t had a customer churn in our last seven years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BFSI, BPOs, Collections, Healthcare, Retail, Automotive, Manufacturing, eCommerce, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s workforce optimization.
Explore all of our contact center software features
Our Workforce Optimization Advantage
Check out all the benefits for your business.
Enhanced customer experience
You can significantly enhance your customer experience by ensuring that the right agents with the right skills are available at the right times to address customer queries, thereby enhancing customer experience.
Operational agility
Business needs change frequently in the customer experience function.
How do you scale up and down your resources based on business demands?
Our cloud-based contact center platform with the WFO feature allows you to do that. It facilitates skill-based routing, flexible scheduling, and dynamic resource allocation. This ensures operational agility and service excellence.
Data-driven decisions
Our WFO analytics engine provides insights into skills gaps and the training needs of your agents. This allows you to make informed decisions about all your workforce-related investments.
Would you agree that training and development will make your agents more loyal to your organization?
Improved morale
What do your agents need?
They want you to value their time and skills and provide opportunities for growth and development.
What are we talking about here?
Optimized scheduling, fair workload distribution, and skill development opportunities.
The moment you do this, it improves their morale, and that reflects on the productivity of your organization.
Cost reduction
Our WFO helps identify and eliminate inefficiencies – reduces overtime, and minimizes underutilization of staff, which results in significant cost savings.
We managed to roll out our platform for 500 agents within 2 days for a leading bank
We managed outbound and inbound campaigns for a leading bank within two weeks – making it easier with our Interactive Voice Response and Automated Voice Broadcasting.
Frequently Asked Questions
What is contact center workforce optimization?
Workforce optimization (WFO) is all about maximizing the quality and efficiency of your agent to provide exceptional customer experiences. It includes optimal scheduling, training, support, monitoring, mentoring, and motivation of your agents.
WFO can help you address dynamic resource allocation, flexible scheduling, skill-based routing, fair workload distribution, and skill development.
How does workforce optimization contribute to improved call center performance?
WFO helps prioritize customers by empowering agents with comprehensive training, omnichannel capabilities, analytics & reporting, monitoring, and analyzing performance metrics for ongoing improvement.
This helps improve the call center performance for the benefit of the customers.
How can workforce optimization support remote or virtual call center environments?
WFO supports remote and virtual call center environments with these features:
- Accommodate agent’s availability across different time zones with advanced scheduling mechanisms. It can direct calls to agents based on skills, location, time, and availability.
- Help you monitor metrics like call handling time, CSAT score, and agent productivity – you can give immediate feedback and coaching, helping remote and virtual agents improve their performance.
- Analyze performance data to understand skill gaps and provide targeted training sessions, webinars, and coaching to help remote agents.
- With omnichannel capabilities, provide remote agents with a single view of customer interactions across channels, allowing them to deliver personalized and consistent customer service.
Can workforce optimization solutions integrate with other call center technologies?
WFO cannot operate in a silo, and it is a part of the larger contact center platform.
It integrates seamlessly with CRM, ERP, helpdesk systems, and other best-of-breed IT systems. Besides, it integrates with ACD, IVR, omnichannel, performance management, analytics & reporting, workforce management, list management services, customer feedback systems, and compliance systems.
Our WFO solution already comes pre-integrated with all of these, and we have some leading integrations when it comes to CRM and helpdesk systems.