Workforce Optimization

Omilia offers workforce optimization solutions designed to meet the needs of large, mid-sized, and smaller contact centers.

For years, contact centers have used a variety of software to address customer service functions, such as scheduling agents or monitoring quality. These solutions tend to be deployed in separate areas, providing a narrow, fragmented view of operations.

Workforce optimization addresses this problem by enabling the systems involved in critical contact center functions to share information, work together, and ultimately deliver a better, more cost-effective experience. Moreover, workforce optimization can extend beyond the contact center to include other areas of the business that can impact the customer experience, such as branch and back-office operations.

Impact 360: Analytics-driven, Enterprise Workforce Optimization
Impact 360 Workforce Optimization is designed for larger contact centers that typically have some combination of multiple sites, inbound/outbound services, and virtual, outsourced, or offshore centers.

By capturing information on workforce performance, customer interactions, customer service processes, and customer loyalty, Impact 360 Workforce Optimization helps your call center or contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience.

Impact 360 Workforce Optimization combines software and services into a single suite that includes:

• Quality monitoring
• Recording
• Speech and data analytics
• Workforce management
• Performance management
• eLearning
• Coaching
• Customer surveys
• Application Analysis
• Add-on options
• Best-practices consulting

By combining information from different functions and sources within your contact center and back-office operations — and presenting you with clear, concise reports — Impact 360 Workforce Optimization can help you:

• Capture customer interactions in their entirety, selectively, on demand, or randomly.
• Analyze data from customer interactions to understand trends and root causes.
• Establish realistic forecasts and performance goals.
• Schedule and deploy the right number of staff with the appropriate skills.
• Collect customer feedback through IVR, Web, and email surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty in real time.
• Measure performance to identify execution issues and excellence.
• Make decisions that improve service delivery, efficiency, products, processes, and profits.
• Drive improvement by delivering targeted training and coaching or re-engineering processes.
• Refine your forecasts and performance goals based on key performance indicators and other valuable data you’ve collected.

Impact 360 is available as a comprehensive solution or in packages that target different areas of contact center operations. Optional functionality can be added to Impact 360 solutions to help contact centers meet specific customer service requirements.