GSN Cloud Contact Centre Workforce Optimisation Datasheet

Transcription

1 GSN Cloud Contact Centre Workforce Optimisation Datasheet Reference: GSN CCC Workforce Optimisation Version: 1.0 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

2 Legal Notice The content of this document is proprietary information, and is the intellectual property of Global Speech Networks Pty Ltd (GSN), and must not be used in any manner without the prior approval of GSN. The GSN name and Trademark logo must not be removed from this document without the prior written permission of GSN. Should permission be granted, then it is mandatory that GSN must still be acknowledged as the author. This document is strictly and must not be made available in any format to any organisation, group or individual, other than those identified in the covering letter. Global Speech Networks 2015 Document Identification Document name or identification GSN Cloud Contact Centre Workforce Optimisation Datasheet Version number 1.0 Copy number Release Authority Release Name Universal All hardcopies are uncontrolled Steve Duke Final Date of issue Change History The Release Authority approves this document for release. The approval process is traceable to an actual signature or . A version number is applied to the initial release issue of this document and to each released change thereafter. The version number of this document is incremented with each change and the entire document is reissued as tabulated below. The Release Names are, sequentially: Draft, Release, Approved, Revised. Version Action Amendment Issue Date Modified by (Name) 1.0 Initial Release 09/03/2015 Steve Duke 2 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

3 Table of Contents 1. Introduction 4 2. Workforce Management Introduction Forecasting Scheduling Real Time Management Employee Engagement Reporting Advanced Capabilities 8 3. Speech & Text Analytics Introduction Speech Analytics Text Analytics Key Features Quality Management Introduction Call Recording Screen Capture Agent Evaluation Customer Feedback Introduction - Centricity Voice of the Customer Voice of the Employee Reporting and Monitoring Advanced Options Skills Assessor Training Manager 17 3 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

4 1. Introduction The purpose of this document is to provide clients (and potential clients) with a high level overview of the Workforce Optimisation capabilities of the GSN Cloud Contact Centre service. The document covers all the WFO components available from the service, which are: Workforce Management Speech and Text Analytics Quality Management Customer Feedback This document has been prepared specifically for use by: Contact centre agents Team leaders System administrators Workforce planners Operational management Customer experience (CX) managers This document assumes the reader has reasonable familiarity with concepts around contact centre functions, operations and administration. 2. Workforce Management 2.1 Introduction Workforce Management ( WFM ) is critical for customer service organisations that must balance operational efficiency and customer satisfaction. To effectively staff environments that handle voice, , web chat, SMS, faxes and work tasks, as well as social media interactions, managers must base schedules on accurate forecasts of task volumes and staffing requirements. With accurate forecasting, organisations can match employee availability and skills to customer needs with precision. The GSN Cloud Contact Centre WFM solution is a comprehensive software application that accurately forecasts, schedules and tracks the performance of multi-skilled employees in single and multi-site front and back-office environments. It is the only integrated workforce management system to offer automatic updates of historical data and employee skill information in real time across all interaction channels to ensure the most accurate planning. 4 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

5 The WFM quite provides everything you need to effectively plan and manage staffing. The software includes: workload forecasting; flexible scheduling and planning options; performance monitoring; employee real-time adherence; historical reporting; employee empowerment; and an out-of-the box API for easy integration to third-party contact centre and back- and front-office applications. 2.2 Forecasting The Cloud Contact Centre Forecasting module automatically collects historical volumes and handle times for any interaction type captured across multiple sites: Voice, , Chat Social Media Work Items (Back Office) You can define external events and known upcoming circumstances that will impact the forecast, such as: Marketing campaigns Weather conditions or other acts of nature Major world / national events (sports events, elections, natural disasters, etc) Shrinkage / working non working overheads Multiple options allow users to create accurate forecasts for one or more sites in either single or multi-skill environments. 2.3 Scheduling The Cloud Contact Centre Scheduling module can build schedules across multiple teams and multiple sites while allowing for different options or constraints at each individual site, such as: Team Synchronicity Agent Preferences Shared Transportation (carpools) You can minimise over and under staffing, while considering business and regulatory constraints: Calendar allows for pre-planning of Exceptions (such as meetings and training) which are optimised into the schedule Sate / Regional labour rules and regulations can be pre-configured and applied to one or many agents. You can also create schedules using hypothetical Profile Agents 5 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

6 Facilitates advanced what if planning Build blank schedules for outsourcers who can staff with the appropriate personnel 2.4 Real Time Management The Cloud Contact Centre Real Time Management module allows team leaders, administrators and workforce planners to: Graphically compare forecasted data, scheduled data and actual data. See what employees are actually doing vs. what they should be doing Configurable with visual alarms that automatically activate when the variance between expected values and actual values breaches a specific threshold. Show potential future issues by taking the trends of the statistics on the day so users can proactively take action. 2.5 Employee Engagement The Cloud Contact Centre Employee Engagement module provides the means for agents to manage their own rosters, by providing the ability for them to: Request time off Trade or bid on a shift List preferences (what day do I want off, when do I like to come in and / or leave) Enter exceptions (for training or coaching sessions) View their schedule on a mobile device 2.6 Reporting Cloud Contact Centre WFM provides a wide selection of reports for configuration, planning, forecasting and workforce performance and adherence, and for a variety of time periods and organisational levels. It comes with over 35 out-of-thebox report templates, and reports can be displayed through the user s Web browser, printed, and exported to several file formats. With a flexible wizard process, many different reports and unique report formats can be displayed from a single report. In addition, reports can be flexibly scheduled to be generated overnight, or at any other time period, so that the reports are ready to be viewed and analysed in a timely manner. Some of the key reports available include: Calendar Reports 6 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

7 Calendar Items Report Summarises agent rotating patterns, availabilities, days off, shifts, working hours, times off, and exceptions for the selected time range. Time Off Report Lists all preferred, granted, declined, and scheduled time off in a selected time range for selected agents. Optionally includes time-off balances for all the time-off types selected. Time Off Management Report Displays granted, preferred, declined, and scheduled time off. It includes time-off balances for all the time-off types selected. Forecast Reports Forecast Report Forecast values for Calculated Staffing, Required Staffing, Interaction Volumes, AHT, Service Level, ASA, Percentage of Interactions Abandoned, and Maximum Occupancy. Shows these values for selected dates and selected targets. Forecast Graphs Report Graphic presentation of forecast values for Calculated Staffing, Required Staffing, Interaction Volumes, and AHT. Graphs these values for selected dates and selected targets (activities or multi-site activities). Performance Reports Actual Overhead Report Forecast and scheduled agent information, including overheads. Workforce Performance Report Average percentage of the deviation between Forecast, Required, Scheduled, and Actual staffing. Contact Centre Performance Report Number of agents, interaction volumes, AHT, service level, ASA, and percentage of interactions abandoned. Shows these statistics for activities, multi-site activities, sites, or business units. Contact Centre Performance Graphs Report Forecast and actual adherence data for selected activities displayed in a graph format. Schedule Reports Schedule States Report Agent schedule states, organised by team. Schedule State Totals Report Total durations of scheduled states for agents, teams, or sites, over a selected period. Individual Schedule Report Paid hours and scheduled states for the selected agent. Team Schedule Report Total hours, paid hours, effective hours, and schedule state information for all agents on a selected team. 7 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

8 Activity Weekly Schedule Report Total employment figures (full-time equivalents) for the selected activity, and paid, effective, and noneffective paid hours for each agent. Team Weekly Schedule Report Weekly paid, effective, and non-effective hours for each agent on the selected team, as well as total hours (paid plus unpaid hours) for the team. Weekly Schedule Coverage Report Calculated (or Required) and Scheduled Staffing for a specific activity or site; difference between Calculated and Scheduled Staffing; and total staffing hours. Scheduled Budget Report Regular, overtime, and total budgeted hours for each agent within a team. Schedule Validation Report The Schedule Validation window's data in a report format. If the configuration settings lead to a disparity between the staffing requirements and the actual schedule, the Schedule Validation window records the problems. It also indicates what parameters need to be changed to correct the disparity. Schedule Trade Report Schedule trade participants (proposer and respondent), dates involved, approval status, approving supervisor, and comments. Schedule Summary Report Coverage, headcount; service level percentages; scheduled and forecasted for interaction volume, AHT, and budget. Optional columns include published coverage and the difference between schedule coverage based on the current Master Schedule and schedule coverage based on the baseline Master Schedule. Adherence Reports Agent Adherence Report All schedule non-adherence for selected agents. Adherence Totals Report Average adherence percentage for selected teams or sites, with calculated agent adherence. Agent States Report A time step-by-time step account of each selected agent's state throughout the selected days. Reports can be exported to several file formats, including Adobe PDF, Rich Text Format, MS Excel, HTML and comma-delimited text file (.csv). All reports can be scheduled to be automatically generated on a daily, weekly or monthly basis and distributed to other WFM users. Additional report customisation can be done using the WFM API. 2.7 Advanced Capabilities The following are some of the unique and advanced capabilities available from the GSN Cloud Contact Centre FWM solution. 8 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

9 Multi Site Scheduling - allows users to build schedules for multiple sites simultaneously, each individual Site is taken into account when building schedules so that meals, breaks, meetings and task sequences are accounted for as a whole. Selective Historical Forecasting - allows forecasters to specify multiple periods of historical data and create forecasts that reflect these unique periods of time, such as seasonality Automated Shrinkage Tracking - on average 35% of an agent s time is spent doing something other than work, this capability helps you understand how shrinkage impacts the business, allowing decision makers to better manage these costs. Schedule Audit and Rollback allows you to compare the current schedule with a previous one and roll back to any version of the schedule for that agent and day. The Schedule Audit report shows which parameters were changed, by whom and when. Automated Time-Off Wait List - WFM will automatically grant requests from the wait list queue on a first come, first serve basis, with agents able to view their position in the wait list queue for any Time Off request they chose to wait list. Strategic Planning / What If Analysis allows workforce planners to create multiple and unlimited what if forecasting and scheduling scenarios. All scenarios use the actual historical data (which contains the arrival patterns and trends) so there is no need to create a simulated environment or copy data back to the real time area. You can also use profile schedules to determine what the right mix of shifts is for a given activity (and see if you need to hire or train in that area). Workforce Routing - integrates the WFM schedule with the contact centre routing engine, so that agents only receive the type of work they are scheduled for or have skills to work on. If AHT exceeds time to break or shift end, router sends to the next available agent to help keep agents in adherence. Mobility - With the mobile client for WFM, employees can see their schedule on their mobile device, as well as perform actions such as booking time off & shift trading. Agent Initiated Exceptions - agents can ask WFM to make an Exception to their schedule, such as to request a specific day or time for a training class or time to work on a CBT, plan 1:1 coaching sessions with their supervisor / team leader or call in sick. Agents only see the types of Exceptions that they are allowed to use, and date ranges allow agents to self-serve these Exceptions for certain periods of time and optionally have them entered into their schedule. 9 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

10 3. Speech & Text Analytics 3.1 Introduction Organisations have many interactions with customers every day, conversations that hold valuable insights into trends, issues and business performance, but it s nearly impossible to manually review all of those conversations to uncover all of those insights. The GSN Cloud Contact Centre has industry leading Analytics capability, which is able to analyse recorded calls and recent / historical interactions across all channels, in order to gather information, apply structure and find key information contained in contact centre interactions. The Analytics capability is comprised of two integrated modules: Speech Analytics and Text Analytics: 3.2 Speech Analytics Speech Analytics processes stored call recordings using Speech-to-Phrase recognition technology that directly recognises entire phrases within calls, without first converting the calls into text or phonemes. Since no data is lost in conversion, Speech-to-Phrase recognition delivers the most reliable (accurate and complete) method of classifying conversations and understanding true meaning. Simultaneously, a Speech-to-Text engine transcribes 100% of calls, which the text analytics engine leverages to enable rapid ad-hoc search as well as automatic discovery of emerging trends and unexpected events. This also enables the context of conversations to be delivered to agents and used as metadata for reporting and business intelligence purposes. Speech Analytics can significantly enhance traditional Quality Management by measuring all calls, not just a small sample, and helping companies define QM criteria in a way that significantly improves the objectivity of measurement. Companies can track performance gains, or the lack thereof, immediately after a coaching or training session. They can use that information to assess the willingness and ability of the agent to improve performance, the quality of the training effort and the success of the company in supporting that effort, and the transfer of skill from the training environment to the operations floor. Because the process is automated, the cost of quality management can be significantly reduced, and QM personnel can focus on specific areas of opportunity or work with agents to improve performance, rather than merely measuring how they are doing. 3.3 Text Analytics The Cloud Contact Centre Text Analytics uses the same analytics engine as Speech Analytics, to enable unified analysis of all conversations, whether the interaction occurred via the phone, a chat session, or even social media. You don t need to use different applications to analyse each channel or to try to 10 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

11 make sense of contradictory data from different systems, GSN provides a unified Interaction Analytics solution. 3.4 Key Features The Cloud Contact Centre Analytics solution provides the following key features and benefits: Highly accurate, patented Speech-to-Phrase Recognition 100% Speech-to-Text transcription Intuitive web-based dashboards Over 30 pre-built analytics and report templates Ability to automatically trigger workflows based on results Rapid ad-hoc search with vast selection of search filters Conversation exploration tools Speaker separation on dual-channel audio Synchronised playback of screen recordings Role-based security and access restrictions PCI-DSS compliance capabilities including data redaction 4. Quality Management 4.1 Introduction Quality Management provides you with a complete set of solutions to improve your contact centre quality and performance. The suite offers calls and interaction recording, screen capture, agent evaluation, live monitoring and customer feedback / voice of the customer. Quality Management scales from small contact centres up to large distributed enterprise architectures, all provided from the GSN Cloud Contact Centre platform. In an environment where, increasingly, the primary point of differentiation between one organisation and another is the quality of the Service provided, Quality Management is key to ensuring high, consistent standards of customer service. Quality Management allows your organisation to: Use rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills Create evaluation criteria to score and measure an agent s skill sets based on your exact requirements 11 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

12 Select and score calls recorded by Call Recording using criteria such as length of call, day of the week, time of day and any other parameters from the contact centre platform (customer segment, value, type of inquiry, selected agent skills, CRM integration, etc.) Give agents access to their evaluations with additional feedback on a job well done or the need for improvement Use trend reports and graphs to identify agent and team progress and improvement Monitor high level call centre performance indicators via Dashboards Quality Management provides the ability to capture the entire length of the customer call, regardless of how many times it is transferred or conferenced, associating every segment of said customer s call with a unique identifier, allowing for an end-to-end synchronisation of that call during playback and evaluation. 4.2 Call Recording Call Recording is an IP based call recording service with search & playback, security / encryption and easy web-based access. Recordings are made and stored in the Cloud Contact Centre platform and can be stored for up to seven years, or archived to a customer s environment after an agreed period of time. Call recording provides the ability to capture the entire length of the customer call, regardless of how often it is transferred or conferenced, associating every leg of a customer s call with a unique identifier, allowing for an end-to-end synchronisation of the call during playback and evaluation. Call Recording includes the following features and capabilities: Inbound, Outbound, and bi-directional Inbound and Outbound Selective voice file search, display, and playback Attached data / metadata is stored with the recording to provide contextual information and can be included in search criteria for reports, audit, coaching and diagnostics. Security: roles-based access control, voice file encryption, full audit trail Media Lifecycle Management - archive, restore, backup and purge voice files via any attribute Centralised Replay Server for enterprise wide storage, search & playback Integration with Quality Manager evaluations Logistics reports for call recording Hyperlinks to recordings can be inserted into IWS notes and customer CRM systems Can also be used to record non-contact centre calls, e.g. back office and corporate telephony 12 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

13 Call Recording can be configured to operate in a number of modes: 100% - all calls are recorded, typically for compliance and coaching Selective random a preset percentage of calls (from 1% upwards) are recorded Selective based on pre-determined criteria e.g. record calls for a specific skill, agent, inquiry type, site or other factor based on attached data / metadata On-Demand the agent can start the recording from their desktop softphone Pre-record all calls are recorded and the agent chooses whether to keep a recording 4.3 Screen Capture Screen Capture displays agent desktops while they communicate with customers. The video signal is captured as a single screencast video file. The captured video is available from the Call Recording interface, Quality Manager and other applications and the resulting screencast is stored as a standard AVI file with H.263 compression. Screen Capture settings and the resulting output can be adjusted many ways you can change bitrate, resolution, colour mode, or compression, and obtain video recordings in any quality or size required. The refresh rate is configurable down to one second frequency, however there are bandwidth and performance implications for such a high frequency which would need to be assessed before a recommendation is made. Screen Recording includes the following features and capabilities: Screen recording can be associated with call recording or can be performed on its own, for non-voice interactions such as , chat / collaboration and SMS Selective Screen Recording based on Call Data Desktop platform independence Windows, Linux, and Mac desktop operating systems Call / Screen synchronised playback File storage size control via variable quality selection Frames per Second, screen resolution Media Lifecycle Management Integration with Quality Manager evaluations Including screen recording during agent wrap-up 13 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

14 4.4 Agent Evaluation The Cloud Contact Centre provides a Quality Manager module for evaluating and improving agent performance. It supplies rich reporting features that identify agent strengths and weaknesses in customer service, interactions and communication skills. Interactions satisfying the evaluation selection parameters are retrieved randomly by the system, or an evaluator can search for particular interactions (e.g. calls) by specifying detailed criteria. Random selection ensures that evaluators are presented with an accurate, fair representation of agent performance. Evaluators review interaction media (using the web-based media player for audio and video interactions), and can simultaneously select appropriate answers to the questionnaire & add feedback notes. Evaluations can also be sent to the agent for review and further assessment. The main functions of Quality Manager are: Questionnaire Manager: allows the creation of numerous agent evaluation questionnaires which are completely customisable for any contact centre. Each questionnaire can include individual access restrictions and interaction selection criteria. Questionnaires can use three different scoring systems (points, percents, grades) to address various needs for different customers. Evaluation Planner: Quality Manager provides a tool for planning evaluations based on agent organisation and offering in-depth criteria to specify random or specific interactions for evaluation. Evaluation Process: The quality manager or supervisors can easily perform evaluations according to plan using available recorded calls or synchronised call / screen recordings. The system can also enforce participation of quality managers in the evaluation process. Outputs: Graphical reports empower you to find a weak point in the performance of a specific agent or the whole call centre and offer an instant view of an agent s improvement across a range of different time increments. Reports can also provide comparisons between agents and agent groups for evaluating campaigns, trainings etc. Reports can also be exported in PDF or MS Excel format enabling other business intelligence tools to be used to provide an expanded view of call centre activities. 5. Customer Feedback 5.1 Introduction - Centricity The GSN Cloud Contact Centre has unique access to Centricity, which is a world-leading CX technology and consulting business that uniquely integrates Voice of the Customer and Voice of the Employee insights to revolutionise the way organisations drive CX change and business transformation. 14 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

15 Any customer experience strategy requires senior level support, a supportive culture and wide engagement across the organisation. The Centricity solution helps bridge the gap between people, processes and tools, and incorporates a range of tools and techniques to ensure that you achieve your customer experience objectives, including: Tools to understand your customers and subsequent pain points and opportunities for competitive advantage The design and development of a survey method that is tailored to your specific requirements The design and or execution of a change, communication and learning strategy that will support a smooth implementation and the realisation of agreed success metrics. 5.2 Voice of the Customer Centricity is a cloud based enterprise customer experience management system that allows you to capture customer thoughts, expectations, preferences, in real time across multiple channels and customer experience metrics Net Promoter Score, Customer Effort, First Call Resolution. It goes beyond simply hearing what customers are saying to actually listening, taking what is heard, deriving meaning and intent from that, and turning it into a clear path for taking action. It can open numerous opportunities for you to effect change, and share that insight throughout your company. Centricity allows you to search for feedback related to a particular topic, score or employee or drill down into popular feedback, and provides: Links to internal call recordings so team leaders can respond to feedback immediately. Customer feedback from multiple channels (voice, , web or mobile), the way your customers want to give it to you. Real time feedback alerts so you can take action immediately. Flexible feedback formats configurable to accept any type of question and response format and optimised to drive actionable insights 5.3 Voice of the Employee Who knows your customers better than your front line staff? They are talking to your customers day-in-day-out, whether it s to hear about the wow moments or to rectify issues and concerns as they come. But are you using this knowledge? The Centricity solution gives your staff the ability to contextualise customer feedback with their own insights. This makes it far more current and relevant which 15 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

16 improves the quality, quantity, and accuracy of the feedback they receive. Staff can group issues together, comment or escalate up the business. This active approach is called Tribal Analytics and it is what makes Centricity unique. Alerts notify specific employees when particular performance metrics, KPIs or benchmarks are exceeded. For example, a manager may receive alerts when a low NPS score is given for one of their employees. Live verbatim customer feedback which gives you better insight into emotion, tone and sentiment Real time reporting to track KPIs over time and get customer critical information to busy staff in real-time. Centricity gives staff and management the opportunity to identify new learning and development opportunities for front line employees. Supervisors can share and discuss over and under achievement of critical metrics as they occur and Initiate service recovery measures. 5.4 Reporting and Monitoring Performance dashboards display real-time, key performance data to employees and managers and assist with ongoing learning and development by showing which individuals and teams are delivering great customer experiences and who require improvement. Centricity s hierarchical reporting structure enable decision-makers at all levels to focus on their areas of responsibility. Team leaders and managers see customer feedback and data relevant to their team or business unit. Centricity also uses hashtags to further categorise and compile feedback into notebooks. This removes the noise and ensures high priority customer issues bubble to the surface and to the right people. Trending reports are available for executive and management to see what the hot customer service topics are, based on hashtags. 6. Advanced Options There are additional, advanced modules that are not included with the standard Cloud Contact Centre, but which can be provided as custom solutions. There are generally only used by the larger contact centres. A brief summary is provided below and further information can be provided on request. 6.1 Skills Assessor Skills Assessor allows companies to use a combination of online tests, self assessment, and observational feedback to assess the level of agent skills across 16 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

17 their contact centre. Agent skill levels are stored in a central skills database and can be combined with performance data from legacy systems, for example, CRM sales data, Learning Management System courses and so on. Centralising agent skills information allows contact centres to build a skills DNA profile for each agent to identify: What are the must have and nice to have skills for each job type? Who really knows what across the contact centre? Who has what skill and skill levels? Who requires what type of training and when? Skills route enables companies to create and manage multiple agents, skills, and skill level in Configuration Manager. Skill assessment results exported directly from Skills Assessor can be used to optimise multi-skilling and call routing, to ensure that the customer is always presented to the most knowledgeable agent available. 6.2 Training Manager Training Manager, when coupled with Workforce Management, enables contact centres to automatically build, schedule and manage multiple agent training plans within the master schedule. Training Manager automatically builds customised training plans that account for agent needs, service level impact, and the availability of agents, trainer, and classrooms. It provides an optimal online view of training schedules and can automatically track and reschedule training for agents who miss their courses. Training Manager can be linked to learning management systems, enabling elearning courses to be pushed to agents at scheduled times. Training Manager can deliver tangible results to any organisation. Some of the key benefits include: Scheduling of contact centre agents can be fine-tuned based on updated skills data and forecasting of expected contact centre activity, allowing organisations to more likely have the right agents with the right skills handling the right calls at the right times. All agents will be rated by the same criteria, rather than receiving subjective ratings from supervisors, resulting in more accurate assessments and thus more effective routing of customer interactions. Organisations will better position their contact centre agents to succeed by identifying skills gaps, providing needed training in a timely fashion, and more effectively matching those expanded skills to customer needs. This improves agent morale and reduces costs associated with agents receiving the wrong type of training. Employees outside the contact centre can be more accurately assessed, and automatically be scheduled for the training they need in case they re 17 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks

18 called upon to serve as temporary agents during peak periods. This increases the value of non-contact centre employees and reduces the need to hire seasonal agents. The impact of Training Manager is widespread. Productivity and agent morale increases, handling times and contact centre costs are reduced, and more interactions are resolved during the first contact with the customer. 18 GSN Cloud Contact Centre Workforce Optimisation Datasheet Global Speech Networks