Workforce Optimization Select

Gather, Measure, and Analyze Your Customer Interactions

Documents and Videos

Brochures

Avaya Workforce Optimization Select [PDF]

31 Oct 2016
Avaya Workforce Optimization Select is a modular, easy-to-implement-and-use solution that offers midmarket contact centers enterprise workforce optimization capabilities that include robust voice and non-voice recording, quality management, call monitoring, coaching, e-learning, workforce management and reporting.

Guides

The Definitive Planning Guide for Improving the Customer Experience You Deliver [PDF]

31 May 2016
This self-paced exercise will help you develop a priority plan that gets you started on improving the customer experience you deliver regardless of the size, shape or function of your contact center.

White Papers

Youbiquity Finance 2016 - Retail Banking

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Youbiquity Finance 2016 - General Insurance

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Coach & Learn: 7 Tips for Happy Agents and Delighted Customers [PDF]

31 May 2016
Contact center coaching is a proactive process that is engrained into a culture dedicated to continuously improving agent skills, disciplines and loyalty. To be successful with coaching (and to see it improve your contact center metrics), you’ve got to have a strategic vision that everyone -- from executives to supervisors to agents -- model on a day-to-day basis. This is what will transform your contact center into a haven for proactive learning, sharing and collaboration, which is what makes everyone better at their job.

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