A successful workforce optimization strategy is a crucial ingredient that impacts overall service delivery efforts, customer interactions, employee morale, utilization, and productivity. To strike a perfect balance between constantly delivering superior customer experience and the effective use of available resources, contact centers must endure the complex interlinks between people, process, and technology.

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Enabling contact centers to work smarter, not harder

Managing a virtual workforce in today’s “new normal” world of remote working comes with its own set of unique challenges.

By adopting a technology-agnostic approach and focusing on analytics, Servion offers the best WFO methodology tuned to fit every business need and result in a win-win situation for business and agents.

Servion’s vendor-agnostic WFO implementation provides complete control over an organization’s ability to respond to fluctuating staffing requirements and production goals without compromising quality. It offers a comprehensive view of workforce utilization, allowing the organizations to schedule more effectively and adjust staffing levels as conditions demand. Servion offers vendor-agnostic WFO implementation services across all leading WFO technology providers: Nice, Verint, Avaya, Calabrio, Zoom, etc.

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With an experience of having worked with over 150 contact centers across the globe and having implemented over 15,000 licenses, Servion offers a wide array of WFO services to maximize the quality and efficiency of a contact center.

  • WFO: Discovery & Design

    Analytics-led assessment services for existing WFO implementations
  • Vendor-agnostic WFO

    Implementation of leading WFO solutions from Nice, Verint, Avaya, Calabrio, Zoom, etc
  • Workforce management

    Predicting agent availability, shifts, and call routing
  • Performance management

    Ensuring the correct number of agents with the right skills at the right time
  • Speech & text analytics

    Best-in-class speech and text analytics to rapidly surface valuable insights
  • Quality monitoring

    Call and screen recording capabilities for quality assurance, evaluation, & training
  • CRM integrations

    A 360° view of all interactions against KPIs, using real-time dashboards
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Trusted tips for CX Leaders

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  • Leading US bank improves agent-supervisor engagement with Servion's WFM ConnectorSuccess stories

    Leading US bank improves agent-supervisor engagement with Servion's WFM Connector

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