Optimize

Optimize Your Workforce Plan

CX100 WFO helps you strategize how to improve profitability, reduce costs and increase operational efficiency and organizational performance. We developed our WFO solution to rapidly adapt to the complexities of modern contact centers, including agent involvement and administration, workforce quality and performance management, reporting, scheduling and optimization. Our WFO suite combines deep analytics and actionable insights with reporting to help you track actual performance against planned performance.

Optimize

Optimize Your Workforce Plan

CX100 WFO helps you strategize how to improve profitability, reduce costs and increase operational efficiency and organizational performance. We developed our WFO solution to rapidly adapt to the complexities of modern contact centers, including agent involvement and administration, workforce quality and performance management, reporting, scheduling and optimization. Our WFO suite combines deep analytics and actionable insights with reporting to help you track actual performance against planned performance.

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Quality Monitoring

The CX100 WFO solution gives you more engaged agents and higher-quality customer interactions via complete, accurate snapshots of your agents’ activities, reducing process errors and increasing customer loyalty with insightful performance feedback. With features like hi-fidelity call recording, screen capture, call whisper and barge-in, you can capture, store and evaluate every interaction across all channels securely and in compliance with HIPAA, GDPR, PCI and other regulatory requirements: isolate areas of improvement and resolve issues as fast as possible.

Quality Monitoring

The CX100 WFO solution gives you more engaged agents and higher-quality customer interactions via complete, accurate snapshots of your agents’ activities, reducing process errors and increasing customer loyalty with insightful performance feedback. With features like hi-fidelity call recording, screen capture, call whisper and barge-in, you can capture, store and evaluate every interaction across all channels securely and in compliance with HIPAA, GDPR, PCI and other regulatory requirements: isolate areas of improvement and resolve issues as fast as possible.

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Quality

Performance Management

Inspire your agents to be successful by providing consistent and insightful evaluations, coupled with coaching and eLearning opportunities, to improve performance. Real-time dashboards, scorecards and customer satisfaction surveys improve agent engagement, while increasing C-SAT and Net Promoter Score (NPS). CX100 enables you to seamlessly implement a continuous loop process with real-time and historical analytics to track, manage and improve agent and team accountability and productivity.

Quality

Performance Management

Inspire your agents to be successful by providing consistent and insightful evaluations, coupled with coaching and eLearning opportunities, to improve performance. Real-time dashboards, scorecards and customer satisfaction surveys improve agent engagement, while increasing C-SAT and Net Promoter Score (NPS). CX100 enables you to seamlessly implement a continuous loop process with real-time and historical analytics to track, manage and improve agent and team accountability and productivity.

Management

Workforce Management

Simplify forecasting and scheduling with real time and historical data to optimize staffing cost against service level objectives. With the CX100 WFM solution, you can generate intraday plans based on workloads and predict future interaction volumes across channels to reduce wait times, ensure steady occupancy and schedule adherence in real time: staff your business with the right agents with the right skills at the right time.

Workforce Management

Simplify forecasting and scheduling with real time and historical data to optimize staffing cost against service level objectives. With the CX100 WFM solution, you can generate intraday plans based on workloads and predict future interaction volumes across channels to reduce wait times, ensure steady occupancy and schedule adherence in real time: staff your business with the right agents with the right skills at the right time.

Management

FEATURES

true omnichannel WFO

call recording

screen capture

quality monitoring

co-browsing

call whisper

barge-in

coaching

performance management

wallboards

post call surveys

real-time alerts

scorecards

custom evaluation forms

speech analytics

workforce management

scheduling

forecasting

what-if scenarios

desktop analytics

historical and real-time reports

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