Workforce optimisation (WFO) uses one-source software to manage, analyse and optimise data captured from actual customer interactions in your contact centre.
Typically, contact centres use a variety of software to manage customer service functions such as scheduling agents or performance monitoring. This approach is often deployed in separate areas and does not provide an overall picture of operations.
Capstone’s Workforce Optimisation solution enables the systems involved in critical contact centre and customer service functions, to share information and collaborate. It allows you to:
- Capture and analyse customer interactions
- Have greater insight for better decisions
- Improve workforce performance, satisfaction, and retention
- Uncover business trends and competitive advantages
- Surface the root cause of customer and employee behaviour
WFO helps your enterprise gain a clearer picture of what your customers think, want, need, and how effectively you are delivering it. Armed with data based on actual interactions, you can adjust your staffing, processes, products, and services appropriately.
Monitoring, measuring, and managing service quality and agent performance are priorities for all contact centres. To gain competitive advantage, the trend is moving beyond traditional quality monitoring, to maximising the potential of intelligence from customer interactions. Read more
Capstone offers Enterprise Workforce Management (WFM) solutions to help you strike the right balance between workload and staffing. Our WFM portfolio includes applications tailored specifically for contact centres, as well as for other areas of the enterprise that impact the customer experience, including branch and remote office and back-office operations. Read more
Your customers have multiple channels available to them for communicating with and about your product or service. It is now possible to capture this valuable information to make quick and targeted business decisions. Read more
We provide a Performance Management solution that is designed to allow organisations more effectively engage the entire workforce. The solution can aggregate data from different systems found in contact centres and back-office operations into KPIs with context. Read more
High staff turnover and technology updates cause considerable challenges for contact centre training. Capstone provides elearning solutions for your people that offer significant high-value benefits including… Read more