Workforce Optimization

Oversee contact center performance with ease and clarity

  • Develop industry-best agents with progressive coaching tools and honest feedback.
  • Meet customer demand with the optimal number of agents logged in.
  • Monitor live calls, adherence to schedule, and crucial KPIs. Access historical call data.

The Spoken Workforce Quality solution helps companies hire, train, assess, and optimally deploy world-class customer engagement teams. It provides supervisors the tools to monitor calls as they happen and take action to keep them productive, yields cumulative metrics and insight into individual and team performance, and helps assure the assignment of agent skills and abilities to the issues and domains in which they are needed most.

Quality Monitoring:

Use ClearMetrix to evaluate and coach agents based on your quality goals, with customized evaluation forms and 24/7 analysis and calibration. Hire, assign, and improve agents based on analysis of speech clarity (including accent), listening comprehension, and ease of expression, and review monitored conversations to assess and improve agent performance.

Conversation Recording:

Maintain government and industry compliance and enhance quality assurance with 100% end-to-end dual-channel call recording.

Quality Enablement Tools:

Monitor and support agents with the ability to listen in on live calls, whisper coaching advice to the agent, or proactively barge in to save calls in real time. Track every screen and keystroke for supervisor playback and analysis, and map out optimal interaction paths.

Workforce Management:

Maintain a productive workforce by assigning the right employees to the right job at the right time to meet demand while optimizing the scheduling of staff.