Workforce Optimization Featured Article

Maximize Productivity with Adaptive Workforce Optimization

January 20, 2017



One of the most important trends in the contact center today is the way data is driving business processes. Companies must adapt quickly in order to take advantage of new opportunities, and this is a tall order when they’re using static contact center solutions that are rigid and outdated. It doesn’t matter how much data you’ve collected if you don’t have any way to use it.

Some contact center solutions providers are helping companies use the data they collect by offering “adaptive” solutions that actually change operations to best suit the needs of customers and employees alike, particularly for agent/employee training and workforce optimization.

Business application solutions provider Infor recently introduced a new learning optimization tool to its talent management solution that allows companies to scientifically match employees with learning opportunities, offering personalized learning and coaching at the individual level, to help resolve behavioral opportunities. This individualized learning is meant to help employees feel more connected to their jobs and ultimately help reduce attrition and flight risk.

“Indiscriminate learning can decrease performance, and limit employee growth and potential,” said Charles Cagle, SVP of HCM Development, Strategy, & Operations, Infor in a news release. “Infor understands that employees, at any level, need personalized learning to become top performers, and by providing managers with insights and tools to capitalize on employees’ behavioral strengths and characteristics, can help them directly impact success and influence business goals.”

Workforce optimization solutions provider NICE is bringing a similar personalization to its portfolio. Late last year, the company introduced its adaptive workforce optimization feature, which allows companies to pinpoint agent behaviors as well as strengths and weaknesses to predict optimal performance. The solution can, for example, determine if agents perform better in the morning or the evening, and what incentives really motivate them. Predictive analytics technology can analyze customer interactions to identify and categorize all observed behaviors, allowing the contact center to “match” the agent with work that will improve the customer experience.

“Service agents personify the brand of any company as they have the greatest exposure to customers,” said Miki Migdal, President of the NICE Enterprise Product Group. “This means that organizations must invest in engaging and empowering these employees at least as much as they invest in understanding their customers’ journey. The concept of Adaptive WFO focuses on personalizing all of the contact center processes that affect employee performance, from recruiting to scheduling and coaching, in order to drive greater improvements throughout the operation and help companies drive perfect experiences for their customers.”

Using data science, contact centers are now better able to customize both the agent and customer experience for optimal results. 




Edited by Maurice Nagle
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