Introduction
In today’s highly competitive business landscape, delivering exceptional customer service can be a key differentiator. However, managing contact center operations efficiently while also providing quality interactions can be challenging. This is where Workforce Optimization Software and Eleveo (WFO) software becomes critical.
Workforce Optimization Software and Eleveo solutions empower contact centers to forecast demand, create optimized schedules, monitor adherence, identify coaching opportunities, and continuously improve over time. The right platform leads to reduced costs, increased revenue, and happier customers.
In this essay, we will explore key aspects of workforce optimization including:
- Defining workforce optimization software and its benefits
- Understanding Eleveo’s WFO offering purpose-built for SMBs
- Walking through Eleveo’s features for forecasting, quality, analytics and more
- Evaluating use cases, implementation, security, and support
- Comparing Eleveo to alternatives like Verint, Calabrio, and NICE
- Assessing Eleveo’s pricing model and exploring free trials
- Determining ideal candidates for Eleveo’s solution
With insights across these crucial topics, leaders can determine if investing in Eleveo’s workforce optimization can enhance their own contact center efficiency, employee engagement, and customer satisfaction.
Defining Workforce Optimization Software and Eleveo
Workforce Optimization Software and Eleveo (WFO) refers to specialized software solutions designed to optimize contact center operations. Workforce Optimization Software and Eleveo suites combine capabilities for forecasting, scheduling, monitoring, coaching, and analytics.
What Does Workforce Optimization Software and Eleveo Do?
At a high level, Workforce Optimization Software and Eleveo aims to:
- Forecast inbound inquiries and interactions across channels
- Schedule staff and set workload targets aligned to demand
- Monitor real-time adherence and performance
- Identify coaching opportunities based on evaluations
- Analyze trends to continuously improve forecast accuracy and resource allocation
With these capabilities working in concert, contact centers gain significant visibility. This enhanced visibility facilitates data-driven decision making to drive efficiencies around budgets, resource planning, and service levels.
Benefits of Investing in Workforce Optimization Software and Eleveo
Adopting a Workforce Optimization Software and Eleveo platform can lead to:
- Improved budgeting and planning through demand forecasting to minimize excess staffing costs and burnout
- Increased revenue generation via higher sales conversions and shorter wait times boosting call volumes
- Higher productivity by motivating staff with performance dashboards and pinpointed coaching opportunities
- Reduced attrition by enhancing the employee experience with transparent scheduling, reasonable workloads, and skill-based interactions
- Superior customer experiences through qualified agents, shorter wait times, and engaged employees
With a full-featured Workforce Optimization Software and Eleveo solution, contact centers reduce costs, drive additional revenue, and keep customers satisfied. But not all platforms are created equal.
Understanding Eleveo’s Workforce Optimization Software Offering
Founded in 2021 by contact center veterans, Eleveo offers an award-winning workforce optimization product purpose-built for small-to-medium businesses.
Workforce Optimization Software and Eleveo Company Background
The Eleveo founders’ past experiences with complex and expensive workforce optimization inspired them to create a solution catering to growing SMB contact centers.
By focusing squarely on the needs of these underserved teams managing high contact volumes, Eleveo earned quick industry acclaim. The name Eleveo even means “to rise” in Spanish, representing the platform’s mission to help SMB contact centers excel.
Ideal Workforce Optimization Software and Eleveo Users
Eleveo targets contact centers with 20-500 agents across one or multiple sites. Typical users include:
- Customer service departments
- Inbound and outbound call centers
- Help desk support teams
- Healthcare call centers
Generally, centers fielding over 500,000 annual interactions find Eleveo provides the necessary capabilities to drive optimization. Both recurring inbound and outbound traffic patterns benefit from Eleveo’s solution.
Eleveo’s Platform and Capabilities
Eleveo combines workforce management, quality management, performance evaluation, and real-time analytics in a simplified cloud-based product requiring no on-site installation.
By blending must-have features for forecasting, scheduling, adherance, and QA in one intuitive offering, Eleveo makes robust optimization accessible for lean SMB contact centers.
Key Features of Eleveo’s Workforce Optimization Software Platform
Eleveo provides several crucial Workforce Optimization Software and Eleveo capabilities:
1. Automated Forecasting and Scheduling
Eleveo analyzes past interactions to forecast future volumes and suggest optimal staffing. Administrators can adjust forecasts and schedules based on events, seasons, or service level targets.
2. Real-Time Adherence Monitoring
Once schedules are set, Eleveo tracks real-time compliance providing notifications for late logins, long breaks, or early departures. Supervisors can adjust workloads across teams.
3. Performance Management
Customizable agent scorecards help administrators identify coaching opportunities and refine training based on utilization, schedule adherence, call quality, customer surveys, and other metrics.
4. Quality Management
Eleveo captures interactions for review based on configured logic. Side-by-side monitoring enables real-time mentoring. Surveys capture post-call customer feedback.
5. Analytics and Reporting
Robust analytics help leaders assess forecast accuracy, service level attainment, and performance trends. Real-time and historical reporting provides visibility across roles.
These features offer the forecasting, scheduling, QA, and analytics crucial for optimization. Next, we’ll explore Eleveo’s use cases and integration capabilities.
Use Cases and Integrations for Workforce Optimization Software and Eleveo
Common use cases for Eleveo WFO software include:
Reducing Wait Times and Abandoned Calls
Eleveo helps managers understand periods of peak demand leading callers to queue or hang up prematurely. Optimized labor scheduling prevents service level impacts.
Improving First Contact Resolution Rates
By evaluating interactions, leaders can pinpoint frequent issues requiring transfers or callbacks. Targeted training improves agent ability to resolve common problems.
Increasing Revenue With More Calls Handled
Eleveo reporting provides visibility into calls handled, durations, outcomes, and revenue generation. Efficient operations increase inquiries handled and sales conversions.
Maximizing Agent Engagement and Retention
Eleveo helps reward top performers through recognition informed by performance across satisfaction, quality, and utilization. This aids retention.
Integrations
Eleveo integrates well into existing contact center technology stacks through APIs and standard interfaces as a cloud-based platform.
- Phone Systems – Connect to call solutions to capture key WFO insights
- Contact Center Platforms – Integrate natively with helpdesk, CRM, and other enterprise systems
- HR Information Systems – Sync employee schedules, facilitate onboarding, and accelerate training
No matter the existing stack, Eleveo integrates well to deliver fast time-to-value. Next, let’s walk through rolling out Eleveo at a typical contact center.
Implementing Eleveo at Your Contact Center
Deploying a workforce optimization platform affects people, processes, and digital technology. Eleveo’s clients utilize deployment plans covering milestones, owners, timeframes, and training.
Typical Eleveo Implementation Roadmap
The phased Eleveo implementation approach includes:
1. Onboarding and Admin Training
Initial administrator platform orientation leverages built-in configuration wizards and templates.
2. Configuration and Validation
Refine forecasts, schedules, notifications, dashboards, and quality forms ahead of launch.
3. Quality Calibration and Ramp
Slowly roll out Eleveo across employees while reviewing evaluations to ensure aligned scoring.
4. Optimization and Expansion
Continuously improve configurations, uncover new use cases, and repeat the rollout process for additional teams.
Guided onboarding resources combined with specialist enablement assistance make customers self-sufficient with Eleveo quickly.
Configuring and Customizing Eleveo
Eleveo touts easy-to-use configuration for a personalized experience without extensive technical resources.
Key setup elements include:
- Integrations with existing platforms
- Access controls and permissions by user type
- Forecasting, scheduling, and notification policies
- Real-time monitoring rules and supervision workflows
- Quality forms, scoring methodology, monitoring, and surveys
- Report customization across roles
Between built-in tutorials, live implementation guidance, and online help, administrators quickly tailor Eleveo’s capabilities to their unique needs in days, not weeks.
Next, let’s explore Eleveo’s robust reporting and analytics functionality.
Reporting and Analytics With Eleveo
Accessible workforce optimization reporting and analytics remains crucial for contact center leaders.
Eleveo provides modern dashboards containing key operational widgets that administrators can customize. Users can also:
- Schedule automated report delivery via email
- Build reports on quality evaluations, performance, workforce analytics, and sentiment
- Export reports in various formats like PDF, Excel, CSV
- Construct custom reports from call detail records
Standard reports help drive efficiency, productivity, and satisfaction by revealing trends across:
Workforce Optimization Software and Eleveo Management
- Forecasting accuracy versus actuals
- Scheduling adherence
Schedule Adherence Reporting
Eleveo’s schedule adherence reports provide visibility into how well agents are complying with their assigned shifts and break times. Reports can reveal:
- Percentage of scheduled time agents were logged in and available
- Trends in late logins, early logouts, and excessively long breaks
- Adherence issues for specific agents who consistently have low compliance
- Adherence variations between teams, sites, or groups based on role tenure
By tracking schedule adherence closely, managers can identify patterns and improve compliance over time. This also allows them to provide evidence during performance discussions when needed.
Schedule Forecast Accuracy Reporting Workforce Optimization Software and Eleveo
Eleveo analyzes the accuracy of its schedule forecasts by comparing projected volumes and labor requirements to actual inbound interactions handled. Reports assess:
- Percent forecasting error across interval lengths like 30-minutes, hours, days
- Forecast deviations on peak versus low volume days
- Forecast accuracy improvements over multiple planning cycles
- Impact of overforecasting or underforecasting specific weeks
Forecast accuracy reporting validates whether configuration improvements such as changed shrinkage rates or day-of-week weighting factors are having the desired impact. Leaders can tune Eleveo’s forecasts to minimize excess staffing costs due to overforecasting or lost revenue from underforecasting and abandoned calls.
Service Level and Wait Time Reporting
By comparing service level targets to actual performance, managers verify that Eleveo’s forecasts and schedules are aligning staffing to demand adequately. Key service level reports reveal:
- Percentage of calls answered within 30 seconds, 1 minute, 2 minutes, and so on
- Average speed of answer or wait time broken down by interval
- Service level attainment by interval across days and weeks
- Traffic and abandoned calls lost during periods below target service levels
Armed with visibility into achieved service levels compared to goals, administrators can further fine-tune Eleveo’s forecasting and scheduling engine. This helps minimize idle or overloaded agents leading to missed SLAs.