Industry solutions
Agent Performance Optimization
With the fast paced changes in the market and economy it is becoming more difficult for organizations to balance service quality, efficiency, and effectiveness with the always present and growing pressures of revenue growth, cost reduction, and profitability. The growing complex balance of these combined pressures has generated the demand for and creation of Agent Performance Optimization (APO).
APO is defined as the systems, processes, and methods organizations can acquire and deploy to maximize workforce and overall company performance by providing visibility into processes, performance, and customer intelligence.
TELUS offers a solution suite of APO solutions that span a number of contact centre disciplines to help not only manage and optimize the performance of a contact centre and organization but also to achieve the greatest customer experience possible.
APO consists of several applications focusing on customer interactions:
- Workforce Management
- Quality Monitoring
- Speech Analytics
- Customer Feedback
- Performance Management
- E-Learning
Combined, these tools provide complete management and analysis capabilities of a Contact Centres Performance by allowing organizations to capture, analyze, and act on information concerning workforce performance, customer interactions, and customer service processes as well as provide complete visibility into operations to deliver quality service while managing costs, driving profits and staying ahead of the competition. You can expect improved customer interactions and loyalty, and increased lifetime value and profitability.
To deliver best-in-class solutions focused on running an efficient contact centre, we have partnered with leading manufacturers of agent performance applications to provide flexible and scalable contact centre optimization solutions.
Working with TELUS, you'll be assured of the world-class solutions that fit your business needs.
Workforce Management (WFM) enables you to deal effectively with the complexities of demand forecasting and staff scheduling within your Contact Centre. It simplifies the intricate task of forecasting and scheduling while providing insightful performance management and actionable learning capabilities. WFM also provides automated support for forecasting, staffing projections, scheduling and tracking to ensure the staff with the right knowledge and skills are the right place at the right time delivering quick, courteous and efficient service. It also allows for agents to get the hours they need and the training department to effectively schedule sessions for the agents based on availability. With ROI, WFM not only provides you a “Return on Investment” but also provides a “Return on Information” by interweaving performance management, analytics, eLearning, and advanced workforce planning capabilities.
Call Recording (CR) provides the ability to record a telephone call for compliancy whereas Quality Monitoring (QM) not only record the calls but also measures the quality of service provided to customers by monitoring agent interactions and allows users/management to review the telephone conversations, multimedia interactions, and data entries to ensure high quality service and effective use of technology resources. This valuable information can be used to raise agents' performance levels and enhance the effectiveness of a contact centres operations.
Speech Analytics is a method of analyzing recorded calls to allow you to search for words or phrases in the calls to help surface the intelligence essential for building effective customer strategies. It can help you pinpoint trends and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace.
Customer Feedback captures intelligence and feedback directly from customers about their experience with your company by using short, context-sensitive, dynamic customer surveys. This allows companies to then drive educated business decisions within their organization based on what their customers are actually saying. It’s more than just a survey system – it delivers intelligent, actionable, valid data for improving operational performance, research and the customer experience.
- Verint Witness Actionable Solutions
- Novo Technologies
- Nortel
- Calabrio
For information or to order
Call your TELUS account executive
Request a quote or callback
Download a brochure
Home Based Agents and WFO
(336 KB, PDF)
Reinvention of QM
(202 KB, PDF)
Reinivention of WFM
(213 KB, PDF)
Voice of the Customer
(124 KB, PDF)
Analytics Driven Workforce Optimization
(209 KB, PDF)
Optimizing Performance
(72KB, PDF)