Unless your call center consists of one person, you must manage your organizational goals through a workforce of employees. If that workforce is not managed and scheduled properly in order to be productive, the efficiency of goal-achievement suffers and costs go up.
Recently, Utopy released its Contact Center Workforce Optimization (WFO) suite powered by its Customer Interaction Analytics. The WFO applications provide contact centers with interaction intelligence, enabling agent performance assessment and targeted training. This, in turn, leads to more personalized and attentive customer service.
Founded in 1999, UTOPY (News - Alert) helps companies utilize the "voice of the customer" to drive enterprise performance. Its mission is to drive productivity gains in customer care, operational performance and consumer loyalty through changing processes and people’s behavior.
Utopy's WFO suite automatically monitors and analyzes all customer interactions including the capture and analysis of speech, agent screens, email, chats, and customer feedback from over one million social media channels.
The WFO suite consists of:
These applications are powered by interaction analytics data that is collected and processed by the Utopy SpeechMiner Customer Interaction Analytics Platform, interaction intelligence that helps to enhance agent assessment, training and scheduling.