DISCLAIMER
AVAYA MAKES NO CLAIM AS TO THE ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED BY THIS TOOL. ACTUAL SAVINGS AND RESULTS MAY VARY. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE ENGAGEMENT CAPABILITIES OR SERVICES.
ROI of Workforce Engagement
A Report Prepared For:
Over the years, companies have turned to workforce engagement solutions as a way to achieve higher levels of employee performance. Now that's changing as companies increasingly look at both employee and operational performance as part of an overall focus on improving customer experience.
As the research firm Aberdeen has noted, "Although traditional efficiency-oriented goals such as improving agent productivity are important, today's customer care leaders see beyond these capabilities. They view WFO as both a strategic enabler (to improve customer experiences) and as a requirement (to survive and thrive in the era of the empowered customers)."1
With Avaya Workforce Engagement, you have a multifaceted tool that equips you in numerous ways to achieve the related goals of satisfied/loyal customers, productive agents, streamlined operations and reduced costs.
Start Saving Now
Here is a quick summary of the savings that were calculated based on the data you provided:
Increasing Employee Productivity:
Improving agent performance and lowering total annual labor costs by getting greater visibility into employee productivity, operational processes, staffing and seeing where to provide targeted coaching.
Simplifying Quality Management:
Enabling your managers and supervisors to accomplish quality reporting and analysis more effectively and efficiently.
Reducing Transaction Handle Times:
Reducing transaction handle times by capturing key data on operational performance, such as process flows and desktop activity.
Reducing Call Volume:
Identifying opportunities to reduce call volume, for example by off-loading more calls to self-service and/or correcting processes that drive unnecessary and repeat calls.
Increasing Sales Effectiveness:
Finding ways to increase sales effectiveness—mining interactions to identify successful/ unsuccessful call language, surfacing insights and sharing best practices that increase revenue opportunities.
Total Savings with Avaya Workforce Engagement:
Increase Your Savings
These five paths to savings using Avaya Workforce Engagement are just the start. Increasing your Performance Improvement Targets by just a small percentage can deliver significant ROI:
Increasing Savings, Productivity and Customer Experience
Here are additional ways Avaya Workforce Engagement can help you achieve productivity and cost savings while enhancing the overall customer experience:
Staffing: Reduce operational costs by helping to ensure that your contact centers are properly staffed with the skills necessary to meet service levels. Predict the workload of calls, emails, and chat sessions by modeling contact behavior for different types of events and circumstances, and study complex what-if scenarios. Quickly and easily produce schedules that maximize the efficiency of your contact center to help ensure you have the right staff to support your customer service operations.
Automated Quality Management: Avaya's automated quality management enables quality managers to automate scoring for some or all questions on an evaluation form—empowering quality managers to improve customer satisfaction and employee engagement by shifting resources from scoring to coaching.
Track and Measure Key Performance Indicators (KPIs): Compile performance management analytics, dashboards and scorecards so you can dedicate more energy towards improving service processes, agent performance and the overall customer experience. Identify KPIs that are relevant to the success of your contact center (e.g., first-contact resolution rates or increasing customer spend) and use Avaya Workforce Engagement to measure achievements. Measure the effectiveness of programs implemented to achieve these KPIs.
Compliance: Record voice and non-voice customer interactions to reduce risks and liabilities and comply with industry rules and regulations. Adhere to compliance and regulatory requirements, decrease the number of customer disputes, substantially improve your business efficiency, and identify areas for service improvement.
Customer Expectations: Automatically mine your customer interaction recordings and solicit voice-of-the-customer feedback to uncover trends and changes in customer requirements, business trends, and competitive advantages.
Learning: Incorporate a continuous learning culture inside your contact center by delivering the right training to the right agent at the right time directly to the agent desktop.
A Single Platform: Unite relevant data from your contact center, back-office, and the wider enterprise under one, integrated platform.
Ready to Learn More
Workforce Engagement is critical to any customer experience strategy. Talk to an Avaya specialist to see all the ways Avaya Workforce Engagement can benefit your organization.
1 Contact Center Workforce Engagement: Productive Agents, Happy Customers and Reduced Costs, May 2017
DISCLAIMER
AVAYA MAKES NO CLAIM AS TO THE ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED BY THIS TOOL. ACTUAL SAVINGS AND RESULTS MAY VARY. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE ENGAGEMENT CAPABILITIES OR SERVICES.
TERMS OF USE
THIS TOOL IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. THE OUTPUT OF THIS TOOL IS PROVIDED TO ESTIMATE THE POTENTIAL SAVINGS BY USING AVAYA WORKFORCE ENGAGEMENT TO DRIVE CUSTOMER EXPERIENCE IMPROVEMENTS AND IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE ENGAGEMENT CAPABILITIES OR SERVICES. THE OUTPUT IS BASED IN PART ON DATA ENTERED BY THE USER, AND AVAYA MAKES NO CLAIMS AS TO THE ACCURACY OR COMPLETENESS OF EITHER THE DATA ENTERED INTO THE TOOL OR THE RESULTS PRODUCED BY THE TOOL. THE USER ASSUMES ALL RISK OF USE OF THE TOOL AND, AVAYA WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND RELATED TO ANY ACTIONS TAKEN AS A RESULT OF THE INFORMATION PROVIDED HEREIN, USE OF THE AVAYA WORKFORCE ENGAGEMENT SAVINGS TOOL CONSTITUTES YOUR ACCEPTANCE OF THE TERMS.
