{"id":781,"date":"2016-12-02T07:16:11","date_gmt":"2016-12-02T05:16:11","guid":{"rendered":"https:\/\/community.virtono.com\/?p=781"},"modified":"2016-12-11T18:25:12","modified_gmt":"2016-12-11T16:25:12","slug":"cross-function-workforce-optimization-processes","status":"publish","type":"post","link":"https:\/\/www.virtono.com\/community\/tutorial-how-to\/cross-function-workforce-optimization-processes\/","title":{"rendered":"Cross-Function Workforce Optimization Processes."},"content":{"rendered":"<h1><span style=\"font-weight: 400;\">Key Challenges:<\/span><\/h1>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Workforce optimization (WFO) suites are superior to integrated point solutions, but old ways of thinking hold back innovation within larger and more complex organizations.<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Departmental siloes that occur within larger organizations \u2013 especially those linked to specific WFO functions like quality management and workforce planning \u2013 encourage a narrow\/siloed functional mindset when it comes to technology investment.<\/span><\/li>\n<\/ul>\n<p><b>Automate and Elevate the Agent Evaluation Process:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Interaction selection:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0The ability to automate the selection of interactions used based on speech analytics, interaction categorization, post-interaction customer feedback, or other relevant metadata. Selected interactions will automatically appear in an &#8220;evaluations to conduct&#8221; screen for the quality assessor. For example, if an agent receives a low score on a customer survey, or a high level of emotion is detected in a recording, then this would trigger a review of that interaction.<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li><b>Time management:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0The ability to automatically schedule time for quality assessors to conduct assessments, thus linking WFM and QM. Organizations that encourage agents to perform self-evaluations can also have time assigned accordingly via the WFM solution.<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li><b>Ad hoc evaluations:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0The ability to drill down into a report (such as a daily postcall survey report, or speech analytics report) to connect the survey response\/speech analytics insight with the relevant interaction\/agent and conduct an ad hoc evaluation there and then without having to separately open the QM tool.<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li style=\"font-weight: 400;\"><b>External validation:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0The ability to associate other WFO metadata with the evaluation. For example, post-call survey scores are attached to the evaluation to help balance internal scoring with an external customer perspective. Specific evaluation fields can also be pre-populated via input from the speech analytics function (such as a script-adherence check).<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li style=\"font-weight: 400;\"><b>Automated detection:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0The ability to analyze a variety of WFO data sources \u2013 such as post-call customer feedback, quality evaluations or speech analytics insights \u2013 and automatically assign a coaching\/e-learning session with relevant content as appropriate. As an intermediary step, all training recommendations are routed via the associated supervisor\/training manager for their approval, giving them full access to the data behind why the training was recommended. Once they are confident that all training requests linked to a specific topic are correctly recommended by the system, they can tag it as &#8220;fully automated&#8221; and thereby do not get further requests for approval.<\/span><\/span><br \/>\n<hr \/>\n<\/li>\n<li><b>Automated scheduling:<\/b><span style=\"font-weight: 400;\">\u00a0The ability to automatically send learning and coaching assignments to WFM for scheduling with minimal impact on service levels. Rather than manually adding coaching requests into the WFM system and relying on a fixed time-slot, their addition is automated and a delivery time scale is linked to the severity of the request. For example, if it is essential to conduct the coaching before the agent&#8217;s next shift, then it will be prioritized accordingly, and the overall schedule for that shift will be adjusted to accommodate that head-count reduction. Something of less significance can be assigned during a quieter period sometime over the next month. The ability to adjust when the <\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">training is delivered based on the balance between its severity and operational service levels helps optimize operational performance.<\/span><\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Key Challenges: Workforce optimization (WFO) suites are superior to integrated point solutions, but old ways of thinking hold back innovation within larger and more complex organizations. Departmental siloes that occur within larger organizations \u2013 especially those linked to specific WFO functions like quality management and workforce planning \u2013 encourage a<\/p>\n","protected":false},"author":3,"featured_media":803,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[5,3],"tags":[],"class_list":["post-781","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-knowledgebase","category-tutorial-how-to"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2016\/12\/video-image-2-desktop.png?fit=940%2C493&ssl=1","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p7ISfL-cB","jetpack_likes_enabled":true,"jetpack-related-posts":[{"id":3353,"url":"https:\/\/www.virtono.com\/community\/tutorial-how-to\/understanding-kubernetes-empowering-scalable-and-reliable-application-deployments\/","url_meta":{"origin":781,"position":0},"title":"Understanding Kubernetes: Empowering Scalable and Reliable Application Deployments","author":"George B.","date":"May 19, 2023","format":false,"excerpt":"What is Kubernetes? Often abbreviated as K8s, is an open-source container orchestration platform that automates the deployment, scaling, and management of containerized applications. Developed by Google and later donated to the Cloud Native Computing Foundation (CNCF), Kubernetes provides a robust framework for running and managing applications across a cluster of\u2026","rel":"","context":"In &quot;Tutorials&quot;","block_context":{"text":"Tutorials","link":"https:\/\/www.virtono.com\/community\/category\/tutorial-how-to\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2023\/05\/Understanding-Kubernetes.png?fit=600%2C330&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2023\/05\/Understanding-Kubernetes.png?fit=600%2C330&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2023\/05\/Understanding-Kubernetes.png?fit=600%2C330&ssl=1&resize=525%2C300 1.5x"},"classes":[]},{"id":836,"url":"https:\/\/www.virtono.com\/community\/knowledgebase\/the-future-of-big-data-what-we-learned-from-2016\/","url_meta":{"origin":781,"position":1},"title":"The Future Of Big Data, What We Learned From 2016.","author":"Daniel Draga","date":"January 6, 2017","format":false,"excerpt":"#1: Cloud-Based BDA Technology Complexity in managing on- and off-premises data from disparate sources and types in a hybrid environment will persist. Integration, orchestration, provisioning, and data management requirements will increase during the transition to cloud. IT needs to work closely with business to identify and prioritize workloads to move\u2026","rel":"","context":"In &quot;Knowledgebase&quot;","block_context":{"text":"Knowledgebase","link":"https:\/\/www.virtono.com\/community\/category\/knowledgebase\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2017\/01\/bigdata.jpg?fit=1200%2C821&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2017\/01\/bigdata.jpg?fit=1200%2C821&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2017\/01\/bigdata.jpg?fit=1200%2C821&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2017\/01\/bigdata.jpg?fit=1200%2C821&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2017\/01\/bigdata.jpg?fit=1200%2C821&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":4073,"url":"https:\/\/www.virtono.com\/community\/internet-and-technology-news\/virtono-admintools-at-davos-2025-innovation-recognition-and-a-vision-for-the-future\/","url_meta":{"origin":781,"position":2},"title":"Virtono &amp; AdminTools at Davos 2025: Innovation, Recognition, and a Vision for the Future","author":"Teo Moraru","date":"February 4, 2025","format":false,"excerpt":"Earlier this year, the world\u2019s most influential business, tech, and policy leaders gathered in Davos for the\u00a0World Economic Forum (WEF) 2025. Alongside this prestigious event,\u00a0Davos Innovation Week - Quantumfai\u00a0brought together the brightest minds in technology, investment, and entrepreneurship to discuss and showcase groundbreaking innovations. Among the standout participants was\u00a0Teodora Moraru,\u2026","rel":"","context":"In &quot;IT News&quot;","block_context":{"text":"IT News","link":"https:\/\/www.virtono.com\/community\/category\/internet-and-technology-news\/"},"img":{"alt_text":"WEF Teodora Moraru","src":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2025\/02\/wet.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2025\/02\/wet.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2025\/02\/wet.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2025\/02\/wet.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.virtono.com\/community\/wp-content\/uploads\/2025\/02\/wet.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1239,"url":"https:\/\/www.virtono.com\/community\/internet-and-technology-news\/tor-browser-exploit-reveals-ip-address-of-some-users\/","url_meta":{"origin":781,"position":3},"title":"Tor browser exploit reveals IP address of some users","author":"Daniel Draga","date":"November 5, 2017","format":false,"excerpt":"Under certain conditions, the Tor Browser reveals the unveiled IP address of the users.\u00a0Affected are only\u00a0Mac\u00a0and\u00a0Linux\u00a0versions of the Firefox bundle, in daily use, the error should affect only a few people. 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