Customer services need to operate efficiently and guaranteeing the quality of service provided. To do so, companies must rely on tools to measure the necessary resources and to have mechanisms for the measurement and improving of quality levels.
Workforce Management (WFM) and Quality Assurance (QA) as solutions allow managing efficiently the contact center operations, ensuring the availability and readiness of the right person at the right time.
Workforce Management (WFM)
The main cost of a Contact Center is in people. Therefore, the main challenge for companies is to ensure a number of adequate resources to service levels in different types of contact and customer needs. To do this, WFM systems have tools to estimate the curve of a contact center contacts based on the analysis of the historical and the definition of specific business rules of the company. These tools allow you to size the equipment, setting schedules and providing real-time information for the optimization of resources in the operation.
Quality Assurance (QA)
Quality management tools allow capturing, through interaction recording on any channel (email, chat, phone, Back Office, etc.) for further evaluation and analysis. Quality teams perform the monitoring of captured interactions to analyze the degree of compliance with the criteria of customer service and identify areas of improvement for the generation of action plans for each of the agents.