Listen Clear Realizes Rapid Return on Investment with Virtual Observer’s Cloud U-wfm solution in Their Growing Five9 Environment

SMB Cloud #WFM solution from CSI yields fast returns for ListenClear

Facing a challenge due to their surging growth rate, Listen Clear set out to find an affordable and scalable workforce management solution which would handle their spiking staffing numbers and help them field all calls. They were missing 20% of their call volume.

Call monitoring and workforce management processes improved through automation

Having just gone to the annual Northeast Contact Center Forum, which is a great conference jam-packed with valuable contact center-focused content for its' audience.

I did get a chance to talk to a percentage of attendees, and I observed one trend which I found eye-opening:

A handful of contact centers today are still running their key call monitoring and workforce management processes with Microsoft Excel! 

Organizations like the NECCF exist to help contact center professionals learn what is available to help them in their day-to-day contact center lives, and the industry consultants and analysts will likely be less surprised than I was about the amount of companies still using Excel.

In fact, using Excel must be better than using nothing. I am sure many managers have done many amazing things with Excel macros and pivot tables.

Still, the ROI and benefits of automating those processes seem extremely compelling:

- Time Savings: Not only will supervisors be freed up to do additioal tasks, they can also evaluate more recorded interactions, including screen recordings, web chats, email support and more. They will also be able to evaluate the most important interactions based on the data analytics streaming through their dashboards.

- Cost Savings: Under and Over staffing is a challenge which can be solved quickly with the right workforce management solution.

- Efficiency gains: Average Handle Time and First Call Resolution are two key metrics which can be improved with the help of a call monitoring system.

- Customer Service Improvement: Using an advanced call monitoring solution will allow your staff to ensure training focuses on the key needs for improvement.

- Improve Scheduling: With the help of an automated workforce management solution, schedulers can create forecasts & schedules based on multi-skilled agents with the click of a button. Another click will yield what-if scenarios.

- and the list goes on and on...

I suppose there still are reasons (cost may be one, but even the cost of a robust, scalable enterprise workforce optimization solution has been made more affordable in recent years) companies resist bringing in a modern, automated workforce optimization solution. I just can't think of any.

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The Right Approach to Workforce Management

When we decided to incorporate WFM into our suite of offerings, alongside Call Recording, Screen Capture, Evaluation, Dashboards, Speech Analytics, Agent Portal and Desktop Analytics, we wanted to make sure we got it right, in terms of making sure the solution is "right-sized" in terms of enterprise capability, multi-location scalability and overall value and affordability.

A three-year investigative process has resulted in Virtual Observer Community Workforce Management, which is a proven solution which stands proudly alongside more expensive legacy wfm systems.

Enterprise WFM is a critical need in today's multi-channel, multi-environment workplace.

Contact centers need to be able to confidently place the right skills in the right spots at the right moments.

Virtual Observer Community WFM is a web-based, game-changing workforce management and analysis tool which can be rolled out for a cost-of-ownership which is not typically found in this space.

Read more about this release in Virtual Strategy magazine.

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