Workforce Engagement Management for Contact Centers

Virtual Observer’s Workforce Engagement Management solution is your answer to improving customer communications and maximizing agent productivity. Either on-premise or in the cloud, we’ve got you covered.

Why Workforce Engagement Management?

Because when your employees are engaged, they produce high quality experiences for your customers.

Employee engagement is essential for the modern contact center. Research has found (1) that only 33 percent of employees in the U.S. are engaged at work. That means your contact center's customers are twice as likely to reach a disengaged agent as they are to reach one ready to truly dedicate themselves to the interaction.

Improved contact center workforce engagement leads to

  • Reduced operating costs
  • Improved customer satisfaction
  • Retention of high-performing employees

And if you have a remote workforce – partial or in full - workforce engagement is of the utmost importance. The right workforce engagement management (WEM) solution will ensure your remote workers are able to deliver a first-rate experience to your customers while they remain empowered in their flexible schedules.

 

What Do You Get Out of Workforce Engagement Management?

The right WEM solution will help you maximize employee performance while improving your customer experience.

Virtual Observer is a WEM solution that addresses the call center manager's most important needs:

  • Accessing data
  • Improving quality
  • Retaining customers
  • Generating revenue
  • Retaining skilled agents
  • Improving efficiency

Virtual Observer is the next generation in contact center solutions, providing an easy way to optimize their workforces. Use Virtual Observer to:

  • Empower your employees
  • Enhance your customer experience
  • Meet compliance requirements
  • Improve your contact center processes
  • Open up new revenue opportunities

In today’s world where the customer experience is king, your employees are the ones who will keep your business competitive. Enable them to deliver experiences they can be proud of while you retain talent that will take your contact center into the next generation of customer service.

How Virtual Observer Keeps Your Contact Center Employees Engaged

Benefit from Virtual Observer’s suite of contact center features, including:

Omni-Channel Recording

Promote coaching and feedback to improve employee engagement with omni channel recording with screen capture. See better results from dispute resolution and ensure quality control while making every interaction an opportunity to improve the customer experience.

Quality Management

Monitor, manage, and meet customer expectations while helping your employees to deliver the best possible experience with quality management that includes reporting and real-time features.

Speech Analytics

Analyze every customer interaction to gain insight into what customers say, write, and feel with speech analytics across voice, chat, email, and more channels. Providing such data to your employees gives them visibility into how their performance directly impacts the customer experience and contributes to overall contact center success.

Workforce Management (WFM)

Increase agent engagement, maintain optimal agent coverage, and enable planning, forecasting, and scheduling with WFM. Gain the ability to properly forecast for spikes in traffic by analyzing data and trends so you can accurately staff for the time of year, minimize agent stress, and ensure a quality customer experience.

Surveying

Measure customer perception of agent performance to improve CSAT, CES, and NPS scores. When employees are able to grasp measurable impact of their performance, they are more likely to stay engaged and accountable for improving their customer interactions.

CRM Connectors

Capture omnichannel interactions and improve agent performance by enabling your CRM system to integrate with your workforce engagement management platform. Leverage our CRM connectors to embed the complete WEM solution directly into the CRM’s UI and do it for both supervisors and agents. Virtual Observer is fully integrated with, and embedded in, Salesforce, Zendesk, ServiceNow, Oracle Service Cloud, MS-Dynamics, Freshworks, and more.

Unparalleled People Power

From our initial engagement, to project management, then training and ongoing support, the Virtual Observer team will ensure you do it and you do it right.  We are fully engaged throughout your project lifecycle, from planning, implementation, training, go-live to ongoing support. You will not find a more dedicated team with a higher track record of success deploying WEM. Get on board and see for yourself how “We Get it Done!”.

The right workforce engagement management solution will allow you to both drive employee engagement and improve your overall contact center operation by:

  • Eliminating wasted or unused time with efficient monitoring and visibility into resource allocation
  • Instilling a sense of employee accountability and ownership with improved coaching and feedback
  • Leveraging data to see trends that enable you to accurately plan for increases or decreases in traffic and staff accordingly
  • Accessing advanced reporting that helps operations make smart decisions
  • Providing timely feedback to agents which empower them to improve their performance
  • Meeting changing customer demands by helping employees customize their interactions and approaches
  • Eliminating high turnover thereby reducing hiring costs and disruption to operations

Empower Your Agents and Drive Customer Loyalty

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Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. Learn more about Virtual Observer or request a demo today.

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