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Workforce Optimisation Solutions

WFO - Reimagined

The contact centre is constantly evolving. Businesses increasingly rely on self service and automation for simple tasks, with live agents handling more-complex tasks. Going beyond the basic WFM and WFO-mindset is vital to get the most from your team. Contexta360’s automated and integrated agent quality management, integrated coaching, agent wellbeing and workload reduction software can help you grow your talent pool and accelerate agent onboarding.

Do you want your WFO/WFM to do more than just agent scheduling?

Some people believe that workforce optimisation entails simply determining how many agents are required, where they will sit and what shift pattern to use. We believe that optimising the workforce should include both the human and the machine. The machine should support interactional conversational analytics and provide real-time dynamic assistance to agents, with full voice and chat conversation automation.

Do you have gold-star workforce optimisation?

Historically, all calls that could not be handled by automated or self-service channels were handled by workforce optimisation. This helped businesses to identify the appropriate people with the appropriate skills to service the appropriate areas. Contexta360 provides hypergrade transcription and NLU across all channels, for all human and machine interactions, with simple triggers and KPIs across millions of interactions, as well as open data and dashboards.

Are you considering a digital-first strategy?

A digital-first customer interaction strategy can dramatically reduce the cost of service and increase customer convenience. However, there is still a significant proportion of interactions that requires human-to-human service. By combining real-time conversational tools and machine learning, we can unite the power of technology and science with the warmth of human empathy and understanding.

Do you need help managing your various human talent pools?

How do you distribute the workload so that more agents can expertly handle more calls? Contexta360 delivers real-time intelligence across multiple channels to your agents at the precise moment they need it. Next best actions, such as coaching and compliance, provide your agents with the knowledge they need to be consistently effective and productive.

Do you want to take the guesswork out of multi-channel staffing?

As digital channels have multiplied, so too has the demand for skilled contact centre agents. Contact centres can no longer rely on their legacy WFM solutions to accurately forecast schedules and manage intraday change. Contexta360 balances human and automated resources in real time to provide a holistic and consistent service across your entire organisation.

Do you want to accelerate new agent onboarding?

Contact centres are demanding places to work. Consumers today are accustomed to a seamless online service experience, have increasingly high expectations, have less patience and demand quick resolutions. Agents need to have the knowledge and training from day one. Contexta360 RT Assist empowers agents by automatically delivering consistent knowledge based on their conversations.

Do you want to move beyond a hope strategy?

While digital channels have undeniably improved the customer experience, they have also introduced new challenges to contact centres, which are being forced to manage more interactions than ever, rendering legacy WFM solutions obsolete. Contexta360’s advanced AI-driven tools can help you define a proper model to predict which skills will be required rather than hoping for the best.

Do you want to use Al to provide fair performance evaluations?

When it comes to evaluating performance, Contexta360’s AI-driven solutions can analyse massive data silos and produce accurate and fair employee performance evaluations. Evaluations are impartial and subjective, based on actual data and they generate insights on performance directly from conversations. Managers can gain a clear understanding of their employees and the process also boosts employee morale and engagement.

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