Workforce Optimization (WFO) solutions come in all shapes and sizes. The majority of WFO solutions find their roots in the early days of call center evolution through basic call recording capabilities and further developing into quality management and coaching solutions.
At the same time, Workforce Management (WFM) solutions have greatly automated the agent forecasting and scheduling process so that under or overstaffing can be greatly reduced, resulting in a better ability to meet service levels, while avoiding costly overstaffing situations.
Across industries today, most WFO solutions have been developed outside the domain of contact center infrastructure (CCI), leaving the contact center operations team to either build the integration themselves or rely on separate vendors for workforce optimization and contact center infrastructure to work together with ad hoc solutions.
However, there is a better alternative available today.
Sourcing workforce optimization capabilities directly from your contact center vendor not only solves a number of integration headaches for you, but also delivers a number of integrated use cases.
So, what are the key integration points that such an architecture should deliver? Let’s take a look at five benefits of an integrated WFO and CCI solution:
1. User administration – Adding a contact center agent to your user administration database is a single effort. This greatly reduces manual work for your operations team, as well as decreases the risk of configuration errors.
2. Skill assignments – When agent skills are assigned to your agents for routing purposes, the WFO solution is configured automatically. For Workforce Management, this means that agents are linked to “activities” in and scheduled automatically.
3. Statistics for all channels – As the contact center solution gathers statistics for all channels it manages already, these statistics are available to the WFM, Quality Management (QM) and dashboard solutions automatically.
4. Interaction metadata – Through the identification and routing process for your interactions, metadata can be added from self-service applications or database look-ups from your CRM systems to optimize your routing decisions, driving first contact resolution and desktop automation. This metadata — or “attached data” — is stored for reporting and quality management purposes, aiding the recording and QM selection process.
5. Routing capabilities – When your schedule is integrated with your contact center routing engine, you can make more intelligent decisions for distributing interactions. You will be able to decide not to send an interaction with an average handle time of 15 minutes to an agent that is about to end their shift in the next three minutes, for example.
To learn more about the benefits of an integrated Workforce Optimization approach, check out our on-demand webinar titled, Implementing Workforce Optimization Solutions from Your Contact Center Vendor, featuring Donna Fluss from DMG Consulting.
Follow me on twitter: @stefancaptijn