Workforce optimisation entails the use of performance optimisation and related systems to minimise human capital risk. If you consider that around 70% of the cost of a contact centre revolves around human capital, it would be safe to expect that a reduction in these costs would have an enormous impact on overall profit margins.

 

Spescom DataVoice offers a comprehensive agent performance optimisation suite that ensures fair and comprehensive agent assessments and proves instrumental in the recruitment and training of new agents. The ongoing skills development it assists to identify and provide makes the workforce feel more valued, which results in increased productivity through higher motivation.

 
This capability is vested in our Qnique performance optimisation suite.

 

Workforce management ensures optimal staffing to provide exactly the right level of service. It delivers accurate forecasting, optimal planning and follow up, greatly improving the overall performance and profitability of your contact centre.

 

Through a strategic partnership with Teleopti CCC, Spescom DataVoice can now offer the worldclass functionality of this solution to its customers.