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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.

Enabling contact centers to work smarter, not harder

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.

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

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
FAQs

FAQs

How does workforce optimization impact call center productivity?

Workforce optimization revolutionizes call center productivity by minimizing idle time and elevating service levels. Smart scheduling and dynamic resource allocation ensure agents are engaged, responsive, and aligned with demand peaks. This strategic approach reduces operational inefficiencies while enhancing customer satisfaction. Consequently, workforce optimization catalyzes a more agile and effective call center environment.

What tools are used for workforce planning?
  • Workforce Management (WFM) – A comprehensive tool that helps plan and schedule effectively, enabling optimal staffing.
  • Performance Manager (PM) – Monitors and optimizes agent performance for quality assurance.
  • Desktop Process Analytics (DPA) –Ensures process adherence to improve efficiency.
  • Quality Management (QM) – Facilitates ongoing performance assessment and skill enhancement.
  • Speech Analytics – Provides deep insights to refine customer interactions.
What is the role of workforce optimization in employee engagement?

Workforce optimization plays a pivotal role in employee engagement by boosting motivation and enhancing productivity. Engaged employees feel valued, leading to higher job satisfaction and commitment. This results in reduced turnover and increased efficiency. Servion’s workforce optimization solutions aid in measuring and improving engagement levels, helping organizations tap into employees' potential effectively and streamline their operations. Transitioning seamlessly between tasks, engaged employees contribute significantly to organizational success.

How can Servion enhance your workforce optimization strategy?

Servion enhances workforce optimization by leveraging its alliances with industry leaders like Cisco, allowing for enhanced SLA performance and centralized control. With Servion's solutions, expect reduced risk of overstaffing and the capability for precise agent scheduling. Utilizing intelligent call recording and workforce monitoring further improves efficiency, while mobile accessibility strengthens scheduling flexibility. This collaboration empowers enterprises to optimize operations, elevating both productivity and overall performance.

What are the benefits of optimized call center operations?
  • Boosts call center productivity through advanced workforce management techniques.
  • Enhances customer satisfaction by ensuring quicker response times and personalized service.
  • Reduces operational costs by streamlining processes and leveraging automation.
  • Improves employee morale with better scheduling and workload distribution.
How does Servion differentiate its workforce optimization strategies from competitors?

In workforce optimization, competitors often rely on generic solutions. To differentiate, Servion emphasizes customizing workforce optimization with partnerships such as Cisco, Genesys, NICE, Verint, Calabrio, etc to enhance scalability and analytics integration. Highlighting strategic advantages, these collaborations allow tailored solutions for improved efficiency, uniquely positioning Servion in the competitive landscape.

Trusted tips for CX Leaders

Trusted tips for CX Leaders

  • A leading Florida-based BPO redefines Workforce Management with Verint Success stories

    A leading Florida-based BPO redefines Workforce Management with Verint

  • World’s largest IT service firm achieves optimum performance with Servion’s globally distributed WFM solutions Success stories

    World’s largest IT service firm achieves optimum performance with Servion’s globally distributed WFM solutions

  • 4 WFO Strategies To Positively Impact Your Contact Center Blog

    4 WFO Strategies To Positively Impact Your Contact Center

  • US-based call recording platform provider reengineers its product for seamless WFM Success stories

    US-based call recording platform provider reengineers its product for seamless WFM

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

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

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