ClearTouch: Driving Customer Experience with Workforce Engagement

ClearTouch has announced the addition Workforce Engagement, a new solution to its contact center platform. Workforce Engagement helps organizations optimize labour costs, streamline compliance and empower agents to make better point-in-time decisions to support business goals, with the help of automation, forecasting and scheduling, providing organizations with rich visibility and insight while revealing new operational opportunities to improve performance sustainably.

ClearTouch’s solutions are targeted towards covering the micro and macro management goals of optimizing each agent’s productivity and compliance via Workforce Optimization and maximizing the whole workforce via Workforce Management — blended in a single Workforce Engagement Suite fully integrated with ClearTouch’s Operator platform. To find out more about ClearTouch’s Workforce Engagement.

“Our Workforce Engagement solutions have been designed to integrate with our unparalleled cloud contact center platform,” said Uthaman Bakthikrishnan, Executive Vice President of ClearTouch. “As CX providers, we understand the importance of delivering a seamless experience powered by automation and optimization of agents, enabling us to empower businesses with enhanced customer service operations. Our technology increases customer satisfaction, reducing agent errors and helping strengthen customer interaction.’’

Key benefits and features of ClearTouch’s Workforce Engagement include:                                   

Workforce Management:

• FTE optimization
• Steady occupancy
• Minimized overtime
• Accurate forecasts of traffic volume
• Low abandon rates
• Supervisor and agent portals

Workforce Optimization:

• Omnichannel recording
• Record multiple monitors
• Coaching and targeted Learning Opportunities
• Voice and desktop analytics
• Onboarding tools to ramp agents
• Full encryption at transit and rest

With the rapidly changing business and the advent of digital the age, the role of customer service centers in delivering superior CX is more important than ever before. When agents can do their job with more confidence, accuracy and efficiency, they can generate enhanced experience to customers. Workforce Engagement provides a fully customizable, organization-controlled management and agent evaluation toolset, including custom scorecard creation, empowering agents to handle customer interactions.