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Transform Your Business with Workforce Optimization Solutions
Call Center Workforce Optimization (WFO) to Meet Your Business Objectives
Revolutionize the way you engage with your customers through New Era’s Workforce Optimization Services.
New Era’s Workforce Management Services provide your business with intelligent tools to help guide your team to improvement in the metrics that matter.
The New Era WFO Services Portfolio
New Era Technology WFO Practice is built around helping you assess and drive success in your teams.
Consulting
Find out what metrics matter for you and create a plan.
Migrations
Our team has experience in premise, cloud and hybrid deployments.
New Implementations
Working together, we can deploy new services quickly.
Application Services
Extend your platforms via Integrations the WFO Team can build and support.
Training
Extensive and current training ensure your teams meets their goals.
Adoption Services
Maximize your investment in solutions by taking advantage of new features and capabilities.
Managed Support
The WFO Team is here to help 24/7.
How the New Era WFO works?
New Era provides a full suite of lifecycle services. From upfront consulting to ongoing managed and adoption services.
The New Era WFO Difference
The Workforce Optimization (WFO) team includes a specialized group of engineers, consultants, trainers, and project managers focused exclusively on implementing and supporting WFO software platforms such as Calabrio, Verint and Genesys.
The New Era WFO Benefits
Does everything feel like it’s out of control at your organization? Workforce Optimization allows you to see what is working, target areas for improvement and streamline your processes. The benefits to implementing WFO strategies are widespread.
Identify Staffing Needs
Quickly see your gaps and staffing overages for the present and future.
Discover Top-Performing
With WFO tools, you can quickly find out which teams are performing.
Address Problematic Areas
Implementing optimization strategies allows you to see the gaps or under-performing teams.
Retain Talent
WFO allows you to see the top talent quickly and ensure you are increasing job satisfaction.
Improve Communication
Communication increases throughout the company when consistent metrics and reporting are in place.
Create Alignment
WFO strategies will create alignment with leadership, management, and employees.
Why work with us for your WFO needs?
You want to work with a team who are focused on Workforce Management solutions, so you can focus on your business.
Exclusive Implementation Calabrio North America Partner
2023 Genesys Customer Success Partner
400+ Professional Engagements For Calabrio
Verint ASP Partner Delivering CloudBlu
Workforce Optimization Gets Results
Companies that employ solid workforce optimization strategies get results. In fact, one of New Era’s customers was able to see a 3.5% improvement in agent occupancy plus a noticeable increase in sales.
Turn-Key Contact Center Workforce Optimization Service
Do you want to offer the best service to your customers and reach your targets? Take advantage of a Business Processing Outsource solution ready to adjust to your current needs and future roadmap.
New Era’s WFO Helps These Industries
WFO strategies and tools can be applied to any department or industry. Here are a few examples of how Workforce Optimization strategies are applied by industry.
Healthcare
- Ensure effective patient care
- Streamline operations
- Manage staff efficiently
- Optimizing staff scheduling based on patient demand
- Reducing wait times
- Minimizing overtime
- Improving overall patient satisfaction
Retail & Hospitality
- Coaching and incenting helps
define the brand - Workforce optimization helps in
managing and forecasting
staffing needs - Scheduling employees efficiently
and ensuring optimal staffing
levels during peak times to
deliver excellent customer service
while controlling labor costs
Financial and Insurance
- Compliance in every interaction
- Ensures appropriate staffing levels and effective workforce management
- Enhance Operational Efficiency
- Reduce cost
- Provide excellent customer service
WFO Example in a Contact Center
Workforce Optimization can be applied to any department. We find most companies start with the Call Recording or Quality Management, and layer in workforce management and analytics as they grow. This helps increase efficiency and give clarity to trends in data – this can help ensure customer satisfaction remains high as organizations scale.
Ready to learn more about WFO?
Complete this form to connect with a WFO expert today.
