Workforce Optimization (WFO)

4 Workforce Optimization
Workforce Optimization (WFO)
Speech & Content Analytics
Quality & Performance
Management
Customer Feedback
eLearning / Coaching
ASC - a Powerful Global Player
ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimediabased communications. ASC’s solutions reveal information, enabling companies and organizations
to considerably improve their value creation: contact centers enhance customer service, efficiently
deploy staff and increase productivity. Financial institutions fulfill documentation requirements,
achieve a higher level of legal security and reduce costs. First responders and public safety
organizations enhance reactivity in emergency situations.
Out of the Cloud
Workforce Management
ASC´s software solutions are used in contact centers to continuously measure and improve the
quality of customer contacts. Data from all communications levels in contact centers are collected,
brought together and evaluated to help train agents and optimize customer service. Based on the
content of recorded calls and screen activities, INSPIRATIONneo reveals improvement potentials
in contact center operations including processes, marketing, sales activities, time of reaction and
problem analysis.
Meet your talented new assistant!
neo - the new WFO Suite from ASC
ASC subsidiaries and sales offices in France, Germany, Japan, Singapore, Switzerland, UA Emirates,
UK and the USA as well as certified, powerful distribution partners realize ambitious customer
projects all over the world. An export quota of more than 60 percent, together with its worldwide
service network, makes ASC a powerful global player.
ASC’s WFO Suite with INSPIRATIONneo helps improve companies`
performance in a sustainable manner that supports your brand, creates
employee and customer loyalty, and improves profitability.
06/13
All product and brand names are trademarks or registered trademarks of ASC.
www.asctelecom.com
World Headquarters
ASC telecom AG
Seibelstrasse 2 - 4
63768 Hoesbach
Germany
Phone +49 6021 5001-0
Fax
+49 6021 5001-310
[email protected]
United Kingdom
ASC telecom UK Ltd.
1 Stanhope Gate
Stanhope Road
Camberley
Surrey
GU15 3DW
Phone +44 1276 676070
Fax +44 1276 685121
[email protected]
France
ASC telecom SAS
3 Rue Georges Besse
Silic 10
92160 Antony Cdx.
Phone +33 1 5559 6800
Fax +33 1 5559 6819
[email protected]
Switzerland
ASC telecom AG
Gewerbestrasse 6
6330 Cham
Phone +41 41 798 0040
Fax +41 41 798 0041
[email protected]
Middle East
ASC telecom AG
Dubai Silicon Oasis
Emirates Ring Road
Wing F
Office 107/2
Dubai, U.A.E.
Phone +971 56 6923427
[email protected]
North America
ASC telecom L.P.
1 International Blvd
Suite 623
Mahwah, NJ 07495, USA
Phone +1 201 252 3001
Fax +1 201 252 3002
[email protected]
Japan
ASC Japan Inc.
NCC Ningyocho Bldg.
3-7-3 Nihonbashi Ningyocho
Chuo-ku, Tokyo 103-0013
Phone +81 3 5643 7220
Fax +81 3 5643 7221
[email protected]
Singapore
ASC telecom Singapore Pte.
Ltd
54 Serangoon North Avenue 4
#03-03T Cyberhub North
Singapore 555854
Phone +65 6876 5890
Fax +65 6876 5990
[email protected]
We record & analyze communications
4 Workforce Optimization
Customer communications becomes a valuable source
of information for the entire organization
Contact Center: A Gold Mine
Multi-Channel Recording
eLearning / Coaching
Workforce Management (WFM)
ASC focuses on contact centers to
gather information on the performance
of the entire enterprise -- because this
is usually the customers‘ first point of
contact.
Multi-channel recording of communications between organizations and
customers serves as the basis for a
WFO solution. ASC offers a state-of-theart solution for complex scenarios -- at
multiple locations as well as for various
technologies, media and recording
types.
eLearning and coaching (part of the
quality management process) improves
the agent’s expertise through training
packages based on gaps of knowledge.
Progress from these tailored packages
can be measured in customized quizzes,
thus providing an accurate overview of
their levels of knowledge at all times.
The best training results are achieved
by both recording actual interactions
and reviewing best-practice calls with
corresponding screen content. The
recorded sessions serve as potential
training material where key areas can
be marked up and a customized training
film created.
WFM ensures the right number of
agents with the right skills handle your
customer interactions. Using a mixture
of historic data, advanced forecasting
and ‘what-if’ scenario algorithms, WFM
applications let the whole enterprise
improve productivity, cost efficiency,
FCR, ASA, AWT and AHT levels. The tools
for scheduling and quality management
are closely linked with each other, and
agent schedules are displayed in our QM
software. Arranged training sessions and
results from QM evaluations also affect
the deployment scheduling.
The customer directly provides the
organization with relevant information for
each business unit. Through recording
and systematic analysis, the raw data
evolves into valuable and relevant
business data for the entire organization.
Recorded customer interactions help
to analyze services offered, campaigns
and products, and show how they are
received by your customers, using rootcause analysis of issues arising in the
contact center and back office.
The management can then formulate
an effective plan of action. As a result
of this approach, contact centers provide
enormous business intelligence for the
entire company. They become a gold
mine.
WFO To Understand What`s Going
On and Do Something About It
The marketing team can now review
campaigns at an early stage, modify
them if necessary, and thus considerably
influence their success. The contact
center and operations teams learn about
the competitive market, new customer
requirements and any disconnect with
messaging and processes. The holistic
analysis of customer interactions
improves business processes and helps
the contact center to meet its high
quality standards.
Your Power To Drive Your Business
The neo WFO Suite provides deep
insight into your organization
with numerous opportunities to
optimize your business processes
and increase staff efficiency in
order to reduce costs, increase
returns and improve customer
contacts.
INSPIRATIONneo - Incredibly sophisticated yet easy to
use, install, configure, maintain and expand
A WFO Suite is based on recording,
quality and performance management
modules to evaluate and improve
the service level. Additional software
modules like eLearning, coaching,
customer feedback, speech and
content analytics, desktop analytics and
workforce management can be used
individually and acording to your needs.
Quality Management
The WFO solution with INSPIRATIONneo
facilitates transparency and an objective
evaluation of service quality in a contact
center through the evaluation, training
and coaching of agents. This objectivity
is preserved through an impartial
automated workflow tool selecting
interactions to be recorded based on
pre-defined criteria.
For a constructive evaluation, the agents
must be integrated into the process,
so in addition to being evaluated by
their supervisors, they can evaluate
themselves. All too often, these selfevaluations are even more critical
than those made by their coaches.
Interactions can also be evaluated by a
second coach enabling ‘calibration’ of
the evaluation process. If agents do not
agree with the supervisor’s opinion, they
have the right to contest it. Furthermore,
agents can access their own recorded
sessions, completed evaluations and
assigned training packages. Empowering
individual agents in this way increases
motivation, staff retention and customer
satisfaction.
Performance Management
Performance management focuses
on the most relevant contact center
Key Performance Indicators (KPIs)
and pre-defined reporting options.
Qualitative and quantitative data can be
reviewed at a glance and acted upon
to improve First Call Resolution (FCR),
Average Handle Time (AHT), Average
Wait Time (AWT) and Average Answer
Time (ASA). In addition to these areas,
ASC’s INSPIRATIONneo increases sales
and improves the customer service
experience.
ASC‘s WFO Solutions
= Support the collection and
storage of communicationcentric data across relevant
media within an enterprise
= Convert unstructured data
into valuable and relevant
company information
= Seamlessly fit into even the
most complex ICT
infrastructure
= Help improve companies`
performance in a sustainable
manner that supports brand,
creates employee and
customer loyalty, and
improves profitability
Customer Feedback
Customer surveys extend feedback from
supervisors and agents, providing your
business with a 360-degree overview of
the quality of its interactions.
Supervisors can compare their own
evaluations with the opinion of the
customer. The surveys also serve as an
instant barometer of success for new
services and marketing strategies as well
as business processes, thus providing
root-cause analysis for the entire
enterprise.
Speech & Content Analytics
Through automatic analysis, speech
analytics software identifies the
most interesting, critical and useful
conversations among an otherwise
unmanageable number of interactions.
The subsequent content analytics
offers possible conclusions based on
thousands of conversations. It filters
interesting calls to evaluate specific
agents or teams in a contact center and
lets the entire business fix fractured
business processes and gain competitive
intelligence.
WFO Benefits for ...
Customers
= Improved customer service
= Faster problem solving
= Reduced hold times and
transfers
Agents
= Effective training and
coaching
= Improved job skills
= Increased motivation
Desktop Analytics
Supervisors
Operational
efficiencies
can
be
dramatically improved and fractured
processes rapidly fixed through desktop
analytics. Measuring desktop activity
creates operational efficiency for key
contact center metrics such as FCR, AHT,
AWT and ASA as well as the enterprise‘s
back office, an area where productivity
is rarely measured. In conjunction with
WFM, both the contact center and
the back office can now be optimized
to dramatically improve operational
performance.
= Effective staff management
WFO out of the Cloud to do the right
things, the right way, right away
ASC offers its entire WFO Suite as a
Cloud-based application. Therefore,
ASC’s customers can purchase Software
as a Service (SaaS) on demand, always
up-to-date, without any risk or preinvestments but with high flexibility.
= Cognitive strengths and
weaknesses
= Sensitivity to service quality
= Transparent communications
Companies
= Reduced training costs
= Higher returns due to up/
cross-selling
= Customer-focused product
development
= Increased customer and
employee loyalty
4 Workforce Optimization
Customer communications becomes a valuable source
of information for the entire organization
Contact Center: A Gold Mine
Multi-Channel Recording
eLearning / Coaching
Workforce Management (WFM)
ASC focuses on contact centers to
gather information on the performance
of the entire enterprise -- because this
is usually the customers‘ first point of
contact.
Multi-channel recording of communications between organizations and
customers serves as the basis for a
WFO solution. ASC offers a state-of-theart solution for complex scenarios -- at
multiple locations as well as for various
technologies, media and recording
types.
eLearning and coaching (part of the
quality management process) improves
the agent’s expertise through training
packages based on gaps of knowledge.
Progress from these tailored packages
can be measured in customized quizzes,
thus providing an accurate overview of
their levels of knowledge at all times.
The best training results are achieved
by both recording actual interactions
and reviewing best-practice calls with
corresponding screen content. The
recorded sessions serve as potential
training material where key areas can
be marked up and a customized training
film created.
WFM ensures the right number of
agents with the right skills handle your
customer interactions. Using a mixture
of historic data, advanced forecasting
and ‘what-if’ scenario algorithms, WFM
applications let the whole enterprise
improve productivity and cost efficiency.
The tools for scheduling and quality
management are closely linked with
each other, and agent schedules are
displayed in our QM software. Arranged
training sessions and results from QM
evaluations also affect the deployment
scheduling.
The customer directly provides the
organization with relevant information for
each business unit. Through recording
and systematic analysis, the raw data
evolves into valuable and relevant
business data for the entire organization.
Recorded customer interactions help
to analyze services offered, campaigns
and products, and show how they are
received by your customers, using rootcause analysis of issues arising in the
contact center and back office.
The management can then formulate
an effective plan of action. As a result
of this approach, contact centers provide
enormous business intelligence for the
entire company. They become a gold
mine.
WFO To Understand What`s Going
On and Do Something About It
The marketing team can now review
campaigns at an early stage, modify
them if necessary, and thus considerably
influence their success. The contact
center and operations teams learn about
the competitive market, new customer
requirements and any disconnect with
messaging and processes. The holistic
analysis of customer interactions
improves business processes and helps
the contact center to meet its high
quality standards.
Your Power To Drive Your Business
The neo WFO Suite provides deep
insight into your organization
with numerous opportunities to
optimize your business processes
and increase staff efficiency in
order to reduce costs, increase
returns and improve customer
contacts.
INSPIRATIONneo - Incredibly sophisticated yet easy to
use, install, configure, maintain and expand
A WFO Suite is based on recording,
quality and performance management
modules to evaluate and improve
the service level. Additional software
modules like eLearning, coaching,
customer feedback, speech and
content analytics, desktop analytics and
workforce management can be used
individually and acording to your needs.
Quality Management
The WFO solution with INSPIRATIONneo
facilitates transparency and an objective
evaluation of service quality in a contact
center through the evaluation, training
and coaching of agents. This objectivity
is preserved through an impartial
automated workflow tool selecting
interactions to be recorded based on
pre-defined criteria.
For a constructive evaluation, the agents
must be integrated into the process,
so in addition to being evaluated by
their supervisors, they can evaluate
themselves. All too often, these selfevaluations are even more critical
than those made by their coaches.
Interactions can also be evaluated by a
second coach enabling ‘calibration’ of
the evaluation process. If agents do not
agree with the supervisor’s opinion, they
have the right to contest it. Furthermore,
agents can access their own recorded
sessions, completed evaluations and
assigned training packages. Empowering
individual agents in this way increases
motivation, staff retention and customer
satisfaction.
Performance Management
Performance management focuses
on the most relevant contact center
Key Performance Indicators (KPIs)
and pre-defined reporting options.
Qualitative and quantitative data can be
reviewed at a glance and acted upon
to improve First Call Resolution (FCR),
Average Handle Time (AHT), Average
Wait Time (AWT) and Average Answer
Time (ASA). In addition to these areas,
ASC’s INSPIRATIONneo increases sales
and improves the customer service
experience.
ASC‘s WFO Solutions
= Support the collection and
storage of communicationcentric data across relevant
media within an enterprise
= Convert unstructured data
into valuable and relevant
company information
= Seamlessly fit into even the
most complex ICT
infrastructure
= Help improve companies`
performance in a sustainable
manner that supports brand,
creates employee and
customer loyalty, and
improves profitability
Customer Feedback
Customer surveys extend feedback from
supervisors and agents, providing your
business with a 360-degree overview of
the quality of its interactions.
Supervisors can compare their own
evaluations with the opinion of the
customer. The surveys also serve as an
instant barometer of success for new
services and marketing strategies as well
as business processes, thus providing
root-cause analysis for the entire
enterprise.
Speech & Content Analytics
Through automatic analysis, speech
analytics software identifies the
most interesting, critical and useful
conversations among an otherwise
unmanageable number of interactions.
The subsequent content analytics
offers possible conclusions based on
thousands of conversations. It filters
interesting calls to evaluate specific
agents or teams in a contact center and
lets the entire business fix fractured
business processes and gain competitive
intelligence.
WFO Benefits for ...
Customers
= Improved customer service
= Faster problem solving
= Reduced hold times and
transfers
Agents
= Effective training and
coaching
= Improved job skills
= Increased motivation
Desktop Analytics
Supervisors
Operational
efficiencies
can
be
dramatically improved and fractured
processes rapidly fixed through desktop
analytics. Measuring desktop activity
creates operational efficiency for key
contact center metrics such as First Call
Resolution as well as the enterprise‘s
back office, an area where productivity
is rarely measured. In conjunction with
WFM, both the contact center and
the back office can now be optimized
to dramatically improve operational
performance.
= Effective staff management
WFO out of the Cloud to do the right
things, the right way, right away
ASC offers its entire WFO Suite as a
Cloud-based application. Therefore,
ASC’s customers can purchase Software
as a Service (SaaS) on demand, always
up-to-date, without any risk or preinvestments but with high flexibility.
= Cognitive strengths and
weaknesses
= Sensitivity to service quality
= Transparent communications
Companies
= Reduced training costs
= Higher returns due to up/
cross-selling
= Customer-focused product
development
= Increased customer and
employee loyalty
4 Workforce Optimization
Workforce Optimization (WFO)
Speech & Content Analytics
Quality & Performance
Management
Customer Feedback
eLearning / Coaching
ASC - a Powerful Global Player
ASC is a worldwide leading software company with innovative solutions to record, analyze and
evaluate communications. All multimedia interactions in contact centers, financial institutions
and public safety organizations are documented and analyzed. The content of communications
becomes transparent, critical information is generated and market trends are revealed, providing
real-time business intelligence for immediate management action.
Out of the Cloud
Workforce Management
ASC solutions make customer experience measurable. Specific actions can be taken to significantly
improve customer retention, increasing corporate revenue and creating sustained loyal customers.
Thus, ASC’s clients are always one step ahead of the competition.
ASC also offers its entire suite as a Cloud solution. Therefore, customers have the choice to retrieve
Software as a Service, on demand and always up-to-date, without any risk or pre-investment, and
in the most flexible manner.
Meet your talented new assistant!
neo - the new WFO Suite from ASC
With subsidiaries in the United Kingdom, France, Switzerland, the United States, Japan, Singapore
and Dubai, as well as certified and vastly experienced distribution partners, ASC’s ambitious projects
span more than 60 countries. Headquartered in Germany, ASC is a powerful global player with an
export quota of almost 70 percent and a worldwide service network.
ASC’s WFO Suite with INSPIRATIONneo helps improve companies`
performance in a sustainable manner that supports your brand, creates
employee and customer loyalty, and improves profitability.
01/14
All product and brand names are trademarks or registered trademarks of ASC.
www.asctelecom.com
World Headquarters
ASC telecom AG
Seibelstrasse 2 - 4
63768 Hoesbach
Germany
Phone +49 6021 5001-0
Fax
+49 6021 5001-310
[email protected]
United Kingdom
ASC telecom UK Ltd.
1 Stanhope Gate
Stanhope Road
Camberley
Surrey
GU15 3DW
Phone +44 1276 676070
Fax +44 1276 685121
[email protected]
France
ASC telecom SAS
3 Rue Georges Besse
Silic 10
92160 Antony Cdx.
Phone +33 1 5559 6800
Fax +33 1 5559 6819
[email protected]
Switzerland
ASC telecom AG
Gewerbestrasse 6
6330 Cham
Phone +41 41 798 0040
Fax +41 41 798 0041
[email protected]
Middle East
ASC telecom AG
Dubai Silicon Oasis
Emirates Ring Road
Wing F
Office 107/2
Dubai, U.A.E.
Phone +971 56 6923427
[email protected]
North America
ASC telecom L.P.
1 International Blvd
Suite 623
Mahwah, NJ 07495, USA
Phone +1 201 252 3001
Fax +1 201 252 3002
[email protected]
Japan
ASC Japan Inc.
NCC Ningyocho Bldg.
3-7-3 Nihonbashi Ningyocho
Chuo-ku, Tokyo 103-0013
Phone +81 3 5643 7220
Fax +81 3 5643 7221
[email protected]
Singapore
ASC telecom Singapore Pte.
Ltd
54 Serangoon North Avenue 4
#03-03T Cyberhub North
Singapore 555854
Phone +65 6876 5890
Fax +65 6876 5990
[email protected]
We record & analyze communications