TCN’s AI-Enhanced Workforce Optimization Drives Improved Contact Center Performance

St. George, UT – May 5, 2025 – TCN, a leading provider of cloud-based contact center solutions, today announced the latest advancements and key features of its Workforce Optimization (WFO) solution. Designed to enhance contact center performance, TCN’s WFO tool provides comprehensive insights into agent activities, empowering businesses to achieve their goals and foster a collaborative culture.

TCN designed WFO to enhance contact center performance by providing insights into all agent activities. Contact center managers need prompt alerts when predefined thresholds are met through key performance indicators, and WFO provides this. When conversations are flagged for review, agents will be given training and learning opportunities, helping them deliver a better experience.

“At TCN, our latest advancements in the workforce optimization application are not just about agent efficiency; they’re about empowering managers and agents with intuitive tools and deeper insights, ultimately leading to better outcomes, more meaningful customer interactions and a more engaged workforce,” said Scott Brownlee, director of product training and customer engagement.

Key Features and Advancements Include:

• Comprehensive Insights: The system monitors Key Performance Indicators (KPIs) and delivers alerts when agents exceed predefined thresholds. This keeps everyone focused on goals and fosters a collaborative environment.
• Risk Evaluation: TCN’s WFO utilizes incident flagging and a query engine to flag compliance risks during agent conversations. Managers are promptly notified of flagged risks, enabling them to take immediate action and enact preventative measures for future compliance risks.
• Training and Learning Opportunities: WFO analyzes agents at work and creates learning opportunities based on individual agents’ strengths and weaknesses. Agents can access learning opportunities and complete tasks to improve their service. This includes new training and reviewing instances of compliance risks.
• Detailed Reporting: With built-in reporting, managers can receive detailed reports regarding agent and contact center data, helping to identify areas of risk and improvement.
• Efficiency Improvements: Managers can implement custom KPIs and structure evaluations into focus areas for each agent. The KPIs enable greater focus on various areas and are supported by insight-driven dashboards.

TCN’s Workforce Optimization tool equips contact centers with the tools to optimize agent performance, mitigate risks and drive overall efficiency. Visit TCN’s Workforce Optimization product page to learn more.