In today’s business environment, engaging with customers through multiple communication channels is fully established. Email, chat and social media growing in importance alongside more traditional phone services.
Workforce Management tools allow contact center managers to effectively optimize operations whilst targeting desired customer satisfaction and engagement. A modern WFM solution must be able to
All this needs to be delivered through a modern, intuitive interface, which takes full advantage of mobile and web technologies, and which can scale easily. Teleopti WFM achieves these goals based on the Microsoft Azure cloud services platform. This allows value creation through evolution of business process’ to directly target and improve customer service KPIs.
Backoffice and retail environments have also benefited from Teleopti WFM, allowing managers to improve the efficiency of resource usage, deliver better working practice, and drive customer satisfaction.