Workforce optimisation is a strategic process aimed at maximising the efficiency and quality of a contact centre’s agent team. Achieved through training, support, monitoring, motivation, and scheduling, workforce optimisation recognises that agents play a pivotal role in shaping the customer experience. The goal is to manage and develop agents effectively, ensuring they deliver peak performance.

Contact centre workforce optimisation plays a large part in customer experience strategy that modernises call centre technologies and platforms by integrating digital channels, such as web, social media, and mobile. By analysing all customer interactions, organisations can derive insights to coach their employees and streamline workflows, ultimately improving the quality of customer experience.

Contact centre workforce optimisation is often powered by several technology solutions, including:

Workforce Management

Workforce management software forecasts staffing needs and efficiently schedules agents to meet customer demand while minimising labour costs.

Quality Monitoring

Tools record interactions, assess quality, offer agent coaching, and provide reporting on quality and development. Immediate access to quality scores and agent self-evaluations enhances engagement and responsibility.

Performance Management

Systems furnish real-time and historical dashboards for agents and executives, offering visibility into performance against KPIs. Gamification and social collaboration features are often included.

Recording

Call and screen recording capture audio and agent screens during interactions, providing insights into agent processes and supporting coaching efforts.