Workforce Optimization
Enabling peak performance
Capture and tie together the entire agent experience with Workforce Optimization (WFO) — increasing agent compliance and performance while simultaneously presenting real-time training and learning opportunities.
Request a Demo Product BriefTie together the entire agent experience
WFO enhances contact center performance by providing comprehensive insights into agent activities. The system monitors key performance indicators (KPIs) and delivers real-time alerts when agents exceed predefined thresholds — keeping everyone focused on goals and fostering a collaborative culture.
Identify
Identify key information regarding agents and their performance.
Improve
Improve key functions within your contact center to increase efficiency.
Discover
Discover opportunities for your business to grow and adapt.
Reduce your risky business with the help of AI
Workforce Optimization also provides Risk Evaluation, a feature that utilizes incident flagging, screen recordings and a query engine to flag compliance risks that occur during an agent’s conversations. Managers can also utilize the Auto Evaluation feature that automatically scores conversations using AI, identifying interactions that require human review and AI-generated summaries to access concise text summaries of conversations.
When a risk is flagged, managers are notified so preventative measures can be taken to save the contact center from future lawsuits. These features streamline quality assurance by allowing agents and supervisors to quickly assess and understand key points while also giving attention to the most impactful cases.
Top tier trainings with quality evaluations
Automated or manual scorecard assessment
Get an easy-to-understand evaluation of each agent’s performance so you can design and plan training to improve your agents’ performance.
Evaluations
Track and study consumer satisfaction and sentiments through tools like Conversational Analytics to know what your customers need and want.
Reporting
Learn which areas your contact center can improve when you receive detailed reports regarding agent and contact center data.
Training and learning opportunities
Create effective and realistic training scenarios based on real consumer experiences.
Give agents the opportunity to learn and grow
Learning opportunities for contact center agents should be a part of any customer service organization. Agents can access learning opportunities and complete tasks to improve and learn how to better serve consumers. These tasks could be new trainings that your business rolls out or instances of compliance risks during calls so that agents can learn from their mistakes.
Effectively increase efficiency
Workforce Optimization improves agent and contact center functions and efficiency. With the flexibility of full user control, managers can structure evaluations into focus areas for each agent. On TCN’s platform, you can enable KPIs for any focus area, supported by insight-driven dashboards at the contact center, team or agent level.
What our clients are saying
“TCN’s software has been a lifesaver. The platform has helped us improve our customer service by cutting down wait times and connecting consumers with the best available agent. TCN has also given us greater reporting capability, allowing us to track our agents better.”
Jeremy Feldman
Director of Audience Development | EO Media Group