Workforce Optimization Select

Gather, Measure, and Analyze Your Customer Interactions

Brochures

Avaya Workforce Optimization Select [PDF]

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 UK Contact Centre Decision Maker’s Guide 2017-18

The “UK Contact Centre Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact centre industry: • Improving Quality and Performance • Maximising Efficiency and Agent Optimisation • Digital, Cloud and the Customer of the Future • Outbound and Proactivity • HR Management • The Customer Experience • Strategic Directions.

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

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.

Infographics

Is Your Contact Center Ready for a Workforce Optimization Solution? [PDF]

This infographic will quickly help you determine if a workforce optimization solution should be included in your contact center’s strategic plan.

White Papers

MiFID II: What does it mean for your organization? [PDF]

On January 3, 2018, a new regulatory acronym, MiFID II, will be added to the list of compliance responsibilities for financial institutions located in the European Union (EU) and financial firms headquartered outside of the EU but do business there. MiFID II requires the capture of all communications and orders intended to lead to an execution of a trade, even if the transaction is not actually finalized during the interaction. The questions answered in this paper focus on understanding the scope of the new regulation, what companies are affected and the transaction recording and reporting requirements.

Optimizing The Agent Journey To Perfect The Customer Journey [PDF]

As consumers embrace omnichannel communications, the support they receive from contact center agents is often suboptimal. This McGee Smith Analytics white paper demonstrates how a modern workforce optimization suite is essential to helping companies create, maintain and support a best-practice culture to deliver a more empowered, engaged workforce.

Using Workforce Optimization to Enhance Your Customer Experience Strategy [PDF]

Your contact center is one of your most important resources—you need to do everything you can to keep it operating at peak performance, consistently delivering the customer experience critical to your success while also complying with a growing number of legal requirements such as the European Union’s General Data Protection Regulation (GDPR). Download this whitepaper for an in-depth look at how today’s WFO solutions address key challenges in delivering effective, efficient, and compliant omnichannel customer experiences.

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

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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