Workforce Optimization Software
Enabling peak performance
Capture and tie together the entire agent experience with contact center Workforce Optimization (WFO) software — increasing agent compliance and performance while simultaneously presenting real-time training and learning opportunities.
Request a Demo Product BriefTie together the entire agent experience
WFO enhances contact center performance by providing comprehensive insights into agent activities. The system monitors key performance indicators (KPIs) and delivers real-time alerts when agents exceed predefined thresholds — keeping everyone focused on goals and fostering a collaborative culture.
Identify
Identify key information regarding agents and their performance.
Improve
Improve key functions within your contact center to increase efficiency.
Discover
Discover opportunities for your business to grow and adapt.
Enhance your agents with Abstrakt, a TCN company
Workforce Optimization also provides Risk Evaluation, a feature that uses incident flagging, screen recordings and a query engine to flag compliance risks during an agent’s conversations. With Abstrakt, you get the leading agent assist program, and your agents get live prompts and checklists to help them through even the most difficult conversations. With live scorecards, managers are notified when a risk is flagged so preventative measures can be taken to protect the call center from future lawsuits.
Learn MoreTop tier trainings with quality evaluations
Automated or manual scorecard assessment
Get an easy-to-understand evaluation of each agent’s performance so you can design and plan training to improve your agents’ performance.
Evaluations
Track and study consumer satisfaction and sentiments through tools like Conversational Analytics to know what your customers need and want.
Reporting
Learn which areas your contact center can improve when you receive detailed reports regarding agent and contact center data.
Training and learning opportunities
Create effective and realistic training scenarios based on real consumer experiences.
Give agents the opportunity to learn and grow
Learning opportunities for contact center agents should be a part of any customer service organization. Agents can access learning opportunities and complete tasks to improve and learn how to better serve consumers. These tasks could be new trainings that your business rolls out or instances of compliance risks during calls so that agents can learn from their mistakes.
Effectively increase efficiency
Workforce Optimization improves agent and contact center functions and efficiency. With the flexibility of full user control, managers can structure evaluations into focus areas for each agent. On TCN’s platform, you can enable KPIs for any focus area, supported by insight-driven dashboards at the contact center, team or agent level.
What our clients are saying
“TCN’s software has been a lifesaver. The platform has helped us improve our customer service by cutting down wait times and connecting consumers with the best available agent. TCN has also given us greater reporting capability, allowing us to track our agents better.”
Jeremy Feldman
Director of Audience Development | EO Media Group
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