Teleopti WFM Overview
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A short overview on the benefits and features of implementing workforce management with Teleopti WFM, to increase customer satisfaction, agent involvement and profitability within your organisation.
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Teleopti WFM Overview
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Editor's Notes
- ST: Key Message Key aim is to optimise resource to achieve service levels at the least cost.. Or in very simple terms... What do we need, what have we got what’s the difference.
- DE : 3 mins Key message : Whatever method used for optimising resource Service excellence is getting the balance right between the Customer Experience and employee engagement... So from a customer experience perspective, it’s about hitting those service levels, reducing repeat demand. So typically we see a multi-skilled environment handling multi-channel contacts.. For the employee , it’s about having access to shifts suit the lifestyle, giving them some form of ownership. This may be through scheduling by employee preferences or availability And one of the hot topics I consistently deal with at the moment is remote access either via smart phone, tablet or access to a web page. Sounds simple..I am sure you are undertaking some if not all of these, I am going to hand over to Paul to talk through some real life examples of examples of the benefits when initiatives have made a tangible difference to the employees Link to Paul : What happens in real life - examples of the benefits when initiatives have made a tangible difference to the employees