Workforce & High quality Administration Made Easy

Whenever you’re working a contact heart, the suitable instruments aren’t simply useful—they’re important. Webex Workforce Optimization (WFO) is right here to make workforce administration (WFM) and high quality administration (QM) easy, environment friendly, and scalable, irrespective of your workforce’s measurement or targets. Whether or not you’re simply getting began or prepared for superior options, Webex WFO has an answer for you. Right here’s how every provide can suit your distinctive wants.

Workforce Administration (WFM) and High quality Administration (QM), Outlined

Workforce Administration is your behind-the-scenes effectivity powerhouse. It forecasts demand, schedules brokers, tracks real-time adherence, and retains your contact heart working easily. With the suitable WFM instruments, you may optimize staffing, increase buyer satisfaction, and preserve prices below management.

High quality Administration ensures each buyer interplay meets your requirements. With QM instruments, you may monitor, evaluate, and consider agent efficiency throughout each voice and digital channels. This helps you see tendencies, coach brokers, and repeatedly elevate the bar for buyer expertise.

Each WFM and QM assist contact heart leaders carry a brand new stage of service to their operations.

Fundamental WFM and Fundamental QM: The Necessities, Simplified

Should you’re searching for important options, Webex WFO has you lined with Fundamental WFM and Fundamental QM, a brand new set of streamlined packages that concentrate on the core capabilities it is advisable construct a powerful basis and scale as you’re prepared.

What’s inside Fundamental WFM?

• Forecasting: Predict name and digital volumes so you may workers up with confidence.
• Schedule Administration: Create and handle agent schedules, together with shift bidding and multi-skill scheduling.
• My Time Utility: Let brokers view and handle their very own schedules.
• Lengthy-term Employees Budgeting: Plan your workforce wants forward of time.
• Intraday Administration: Make on-the-fly schedule adjustments to deal with surprising spikes.
• Actual-time Adherence: Get alerts if brokers fall off schedule, so supervisors can reply shortly.
• Cellular App: Handle schedules and obtain notifications from anyplace.
• Customary Constructed-in Reporting: Entry important reviews to trace efficiency and tendencies.
• Gamification: Encourage brokers with efficiency comparisons and rewards.

What’s inside Fundamental QM?

• Name Recording: Securely seize and retailer buyer interactions to help compliance, coaching, and evaluations.
• Consider Contacts Throughout Channels: Assess agent interactions on each voice and digital channels. 
• View/Search/Playback & Delete Contacts: Shortly discover, evaluate, and handle contact recordings. 
• Textual content Search: Filter contacts by textual content in emails, chats, or SMS messages. 
• Interplay Knowledge Export: Export detailed interplay information for evaluation or compliance. 
• Display Recording: Seize agent display screen exercise alongside audio. 
• Customized Analysis Varieties: Create and replace varieties to match your high quality requirements. 
• Customary Analysis Viewing: Entry evaluations in a transparent, constant format. 
• Contact Import: Simply herald exterior contact information for centralized analysis.

Who ought to select Fundamental WFM and Fundamental QM?

 In case your workforce at present depends on spreadsheets or primary name recording, Fundamental WFM and QM are the right step up. You’ll streamline scheduling and high quality monitoring—with out the complexity or price ticket of superior options. Plus, you may all the time scale up as your wants develop.

“With Webex WFO Fundamental QM, our clients profit from the necessities of a succesful High quality Administration suite.” 

Willem Evert Nijenhuis, Senior Director, Product Administration

Full WFM and Full QM: Unlock Superior Capabilities

Able to take issues to the subsequent stage? Full WFM and Full QM provide every thing within the Fundamental packages, plus superior options designed for deeper insights and larger management.

What’s inside Full WFM:

• The whole lot in Fundamental WFM 
• Superior Bi-level Reporting (Insights): Dive deeper into enterprise intelligence with detailed information analytics. 
• Superior Notifications: Get extra granular alerts and updates. 
• Trip Planner & Additional time Supervisor: Sort out useful resource planning with highly effective instruments. 
• Self-Scheduling & Bot Help: Put extra management in your brokers’ fingers and faucet into automation. 
• And extra superior options to optimize your workforce.

What’s inside Full QM:

• The whole lot in Fundamental QM
• Superior Bi-level Reporting (Insights): Uncover tendencies and drive higher selections with detailed analytics.
• Interplay Export, QM Workflows, Customized Metadata: Tailor high quality processes to what you are promoting.
• QM Views, Contact Queue, Dwell Display Monitoring: Handle and monitor agent efficiency in actual time.
• Analysis Calibration, Appeals, HR/Coaching Tagging: Guarantee truthful, constant, and actionable evaluations.
• And extra superior options for strong high quality administration.

Who ought to select Full WFM and Full QM?

In case your group calls for in-depth analytics, automation, and superior workforce or high quality administration, Full WFM and QM are the best way to go. You possibly can select both answer by itself, or mix each for much more impression. These choices are perfect for groups able to future-proof their contact facilities and make data-driven selections.

Facet-by-Facet Comparability

Making the Proper Selection

• Go Fundamental if you’d like a simple, easy-to-use answer with out further complexity.
• Go Full should you want superior analytics, automation, and future-ready capabilities.

All Webex WFO choices combine easily with these Webex Buyer Expertise options:

• Webex Contact Heart
• Webex Contact Heart Enterprise
• Unified Contact Heart Enterprise
• Packaged Contact Heart Enterprise
• Unified Contact Heart Specific options

Word: Fundamental WFM and Full WFM can’t be bought collectively.

Able to study extra about Webex WFO?

Go to the Webex Workforce Optimization (WFO) touchdown web page on assist.webex.com for guides and assets, or join together with your Cisco consultant to schedule a customized demo.

For ordering guides and instruments, see Cisco Collaboration Ordering Guides – Cisco