This document summarizes the key benefits of a workforce optimization (WFO) solution for contact centers. It highlights how WFO solutions can help mitigate legal and compliance risks, educate and train agents, monitor center operations, measure performance and identify improvement opportunities, deploy solutions flexibly on-premises or in the cloud, and demonstrate returns on investment to executives. The overall value proposition is that WFO improves the customer experience and contact center performance through the right technologies at a competitive price for rapid ROI gains.
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1. Mitigate legal and
regulatory compliance risk
CALL & SCREEN
RECORDING
TRAINING &
COLLABORATION
Educate, motivate and
empower agents
Hone agent skills by
identifying process and
performance deficiencies
QUALITY
MANAGEMENT
Monitor contact center
operations anytime,
anywhere
MOBILE ACCESS
WORKFORCE
MANAGEMENT
Reduce costs by staffing
the right resources at
the right time
RECORD =
ANALYTICS
& REPORTS
Measure performance
and customer satisfaction
gains and identify more
improvement opportunities
QUICK
IMPLEMENTATION
Get up and running fast for
a competitive edge
FLEXIBLE
DEPLOYMENT
Deploy your way, on-
premises, hosted or SaaS
RETURN ON
INVESTMENT
Demonstrate operational
improvements and
cost savings to your
executive team
Improve Your Contact
Center’s Performance
And The Overall
Customer Experience
With The Right Workforce
Optimization Solution
WFO helps you improve the customer
experience and drive contact center
performance and productivity gains
+ COMPETITIVE PRICE
+ RAPID ROI
= THE RIGHT WFO SOLUTION
SOPHISTICATED
WFO TECHNOLOGIES
www.knoahsoft.com
