Contact Center

Mitel Workforce Optimization

Boost your team’s performance with workforce optimization applications and tools

Empower your employees with Mitel Workforce Optimization solutions that are proven to improve both the efficiency of your organization and the quality of your customer experience.

Key Benefits

OPTIMIZE RESOURCES: Remove waste from the system by ensuring that you have the right number of agents with the right skills, in the right place, at the right time.

GAIN DEEPER INSIGHTS: Obtain valuable insights into why customers call you, the problems they face, and how to best meet their needs by making data-driven decisions on business processes while ensuring workforce performance and quality management metrics are achieved.

IMPROVE PERFORMANCE: Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.

ENHANCE THE CUSTOMER EXPERIENCE: By capturing the “voice-of-the-customer” and analyzing the interactions you’ll spot opportunities to develop happy, competent employees that are motivated to deliver an exceptional customer experience.

ACHIEVE BUSINESS OBJECTIVES: Increase your employee engagement by allowing agents to analyze and evaluate their own customer interactions and watch customer satisfaction and workforce performance soar to new levels.

SET UP FOR SUCCESS: Empower employees with the tools to measure and manage their performance while giving them a mobile app to check their work schedules, view messages, make shift trades, request vacation, state preferences and add overtime availability.

ACT ON ACTIONABLE INTELLIGENCE: User-friendly dashboards and reports turn raw data into real-time business intelligence, allowing you to easily visualize trends taking place within your business to resolve systemic issues with people or processes and apply immediate action.

MITIGATE RISKS

Automated pre-selection of potential cases of fraud provides fast and efficient fraud detection
Minimize liability risk and ensure regulatory compliance by documenting client transactions
Protect agents by giving them the power to record calls at any point during the conversation
Verify whether calls are adhering to regulatory requirements such as MiFID II, Dodd Frank Act, and PCI DSS

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Features

Full-time or On-Demand Voice and Screen Recording
Real-time interaction monitoring
Compliance recording for MiFID II, the Dodd Frank Act, GDPR, PCI-DSS, among others
Automatic recording categorization
Advanced search and replay of recordings with tagging
Custom employee evaluations/scorecard template generator
Agent self-evaluation
Targeted training, coaching and employee assessments
Keyword Spotting and Transcription
Automated Fraud Detection

Forecast across channels including phone, chat, e-mail, SMS and social media
Scheduling down to one-minute intervals
Outlook calendar integration
Intraday and real-time schedule adherence
Performance management dashboards and scorecards
Check work schedules, view messages, make shift trades, request vacation, state preferences and add overtime availability
Budgeting and what-if scenario analysis
Integrations with CRM, ERP, Data Warehouse etc.
High Availability options

INTERACTION RECORDING

Any organization that engages with customers, clients, partners or suppliers stands to gain from greater insight into the interactions that shape their everyday operations.

Mitel Interaction Recording is a software application that seamlessly captures, organizes, plays and shares voice and screen recordings, helping managers:

Find ways to improve customer experience
Optimize internal operations
Identify and share proven sales techniques
Meet regulatory compliance

QUALITY MANAGEMENT

Leverage intelligent monitoring and reporting features for a complete view of customer happiness and agent effectiveness by following the tried and true quality management process:

Create unique interaction evaluation templates according to different team focuses and topics
Filter and evaluate customer interactions
Analyze evaluations
Visualize results
Identify coaching opportunities

COACHING AND LEARNING

We all want our agents to be performing at the level of the best agent in our contact centers. Mitel Coaching and Learning trains agents in a targeted way by suggesting courses that would close any gaps in customer service skills that were identified by Mitel Quality Management.

Once agents complete the required training, their knowledge is tested via quizzes and their newly acquired skills are verified in coaching and training sessions.

Coaching sessions are exemplary call scenarios between agents and customers which have been recorded for coaching purposes and can be exchanged among agents so they can strive towards the gold standard.

SPEECH ANALYTICS

Every day, companies face a large volume of customer interactions over various channels. Each contact brings to light priceless information about products, business processes, market trends and customer requirements.

Mitel Speech Analytics helps managers sort through this data and spot changes in consumer behavior, allowing them to take the appropriate action to reduce call volumes and increase customer satisfaction.

Using keyword spotting, speech transcription and emotion detection, Mitel Speech Analytics captures the “voice-of-the-customer” to reveal trends and expose areas for improvement.

WORKFORCE MANAGEMENT

Fluctuating call volumes, expanded media types, high turnover, performance gaps and employee proficiencies are just a few of the obstacles your business encounters on a daily basis.

Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to-day operations.

Put your employees in the right place at the right time in a manner that promotes business growth and provides a more balanced workload. Give agents the power to check their work schedules, view messages, make shift trades, request vacation, state preferences and add overtime availability – all of which lower attrition rates and raise schedule adherence.

CUSTOMER SURVEYS

Giving customers the opportunity to rate their service experience while it’s still fresh in their minds increases the likelihood they’ll return in the future. Initiate phone-based customer surveys immediately after any interaction with your agents to turn your apathetic customers into brand ambassadors.

Mitel Customer Survey is a quick, efficient and inexpensive way to collect valuable information and insight from customers, employees or any other constituents.

The feedback you receive helps your business understand how to increase customer satisfaction, lower customer effort and deliver a better overall customer experience.

PERFORMANCE MANAGEMENT

It’s no secret that increasing agent performance increases profits but at the end of the day, managing employee performance is critical to running an efficient operation and achieving your business goals.

But how do you make sure every decision within your contact center is based on current & actionable data? With real-time dashboards, key performance indicators, and historical reporting you’ll be able to measure and manage the performance of your customer experience center.

Display contact center metrics such as call volume, service level, handle time, & wait time over any given time-period for data-driven decision making.

BUSINESS ANALYTICS

If you want to improve your metrics, you need visibility into every interaction and the analytics to get valuable, actionable insights.

But in an omnichannel world it can be difficult to gather the big picture you need to align overall business operations with business objectives.

Mitel business analytics delivers a holistic view of customer journeys to determine whether you’re meeting service levels and exceeding customer expectations. By leveraging WFO analytics software you’ll have the data your business needs to align employee engagement, optimize operations and provide a consistent customer experience.

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