Workforce Optimization Featured Article

Serenova Partners with Teleopti for Workforce Optimization

March 08, 2017


A contact center service provider and a workforce optimization manager are coming together to help further optimize contact centers. Serenova, a provider of contact center-as-a-service, and Teleopti, a leader in workforce optimization management software, announced earlier this week that they are entering into a strategic partnership. The two companies will leverage the cloud and data analytics to gain greater insights into the productivity and efficiency of their contact centers. That data will then be used to tweak work schedules, change training methods and content, and even affect the layout of the contact center itself.

There is no doubt that interacting with customers is a facet of business that will continue to be spearheaded by humans. Customers like to interact with another human, and find that communication with contact center agents is the most effective way to solve their problems. With that being said, there is absolutely truth to the idea that contact center agents can do their jobs more efficiently. Partnerships like this one between Serenova and Teleopti seek to identify specifically where work can be improved and use data to determine ways to do so.

“Labor is the single highest cost for contact centers, said Vasili Triant, CEO of Serenova. “So one of the worst situations for contact centers is misalignment between interaction volume and staffing levels. Optimal staff levels are absolutely essential to profitable operations. Our partnership with Teleopti offers customers the insights and flexibility they need to recognize and address gaps between the forecast and actual demand. This ability to rapidly adjust staffing and tasks based on real-time contact center data empowers managers to reduce costs without sacrificing service levels.”

The benefits that Serenova and other companies that adopt workforce optimization practices will see are twofold. First and foremost, there is the upfront money that is saved by not paying too many workers to be in the office at a time and not paying people for work that is not necessary. There is also the dividend that will be seen in increased customer satisfaction, as customer interactions become more helpful and efficient. All businesses should heavily consider adopting some sort of workforce optimization protocol.




Edited by Alicia Young
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