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 improve contact center efficiency by delivering insights into all agent activities. Contact center managers receive prompt alerts when predefined thresholds are reached via key performance indicators (KPIs), ensuring immediate attention. When conversations are flagged for review, agents receive targeted training and learning opportunities to enhance customer 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 KPIs and delivers alerts when agents exceed predefined thresholds, keeping the team focused on goals and promoting collaboration.
  • Risk Evaluation: TCN’s WFO uses incident flagging and a query engine to identify compliance risks during agent conversations. Managers receive instant notifications, enabling quick action and preventative measures.
  • Training and Learning Opportunities: The tool analyzes agent performance to tailor learning opportunities based on individual strengths and weaknesses, including training on compliance risks.
  • Detailed Reporting: Built-in reporting provides managers with detailed data on agent and contact center performance, highlighting areas for risk and improvement.
  • Efficiency Improvements: Custom KPIs and focused evaluations help managers enhance agent performance through insight-driven dashboards.

TCN’s Workforce Optimization tool equips contact centers with the resources needed to optimize agent performance, reduce risks, and boost overall efficiency. Learn more on TCN’s Workforce Optimization product page.

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