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workforce optimization
Workforce Optimization
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Unlock the potential of your team

inContact Workforce Optimization unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance the customer experience, and reducing labor waste. Our patented technology provides the industry's most accurate forecasts, helps foster employee ownership and accountability, and is fully integrated with inContact Customer Interaction Cloud.

 
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Improve customer experience

Understand the true experience your
customers receive and automate
measurable quality improvement plans.

Achieve

Achieve your
NPS, CSAT, CES and
other key quality
objectives

Increase

Increase customer
retention by detecting
dissatisfaction


Transform

Transform your contact
center into an
experience center

Improve

Improve customer
loyalty by turning
around bad experiences

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Increase agent engagement and retention

Happy agents create happy customers.
Empowering and helping your agents perform
better will improve the customer experience
and increase agent job satisfaction.

Increase

Increase engagement
and personal ownership
of your agents

Decrease

Decrease supervisor
workload while improving
agent performance


Improve

Improve agent
engagement and
reduce attrition

Deliver

Deliver better
experiences for
your agents

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Achieve service levels
at lower cost

Quickly pinpoint efficiency opportunities
and easily implement repeatable
solutions.

Reduce

Reduce headcount requirements
to achieve service
level objectives

Minimize

Minimize administrator
effort to generate
an accurate forecast


Gain

Gain full understanding
of root cause and pain
points within the
customer
journey

Lower

Lower repeat call
volume by constantly
identifying and resolving
process issues

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workforce optimization

Our patented technology

tick

Provides the
industry's most
accurate forecasts

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Helps you foster a greater sense of employee ownership and accountability

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Fully Integrated with
inContact Customer
Interaction Cloud

workforce optimization
workforce optimization

“inContact WFO has saved us time and money while simultaneously helping us improving our call quality."

Angela Crozier
MPHI

View Case Study

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to an inContact specialist

Call

Live chat with
an inContact Specialist

Chat

Learn more about
our solutions

Request a Quote