Contact centers are the front line of customer service, and they face many challenges in today’s dynamic and competitive business environment. Customers expect fast, personalized, and consistent service across multiple channels, while agents need to be skilled, motivated, and flexible to handle diverse and complex interactions. Managers need to balance the demand for service with the availability and cost of resources while ensuring quality, compliance, and performance standards are met.
How can contact centers achieve these goals and optimize their operations? The answer is workforce software Eleveo, a suite of tools for quality management, quality scores, and coaching reports. It helps contact centers improve the quality of their customer service, increase agent engagement and productivity, and reduce operational costs and complexity.
In this article, we will explain what workforce software Eleveo is, what are its main features and benefits, and how to get started with it.
What is Workforce Software Eleveo?
Workforce software Eleveo is a cloud-based solution that provides contact centers with workforce optimization tools. Workforce optimization (WFO) is a process of aligning the people, processes, and technology of a contact center to achieve optimal customer satisfaction, agent performance, and operational efficiency.
Eleveo offers simplified, yet robust, call center workforce optimization software, providing critical insights faster, enabling you to optimize forecasting, operational excellence & agent engagement. It combines the power of human resources software, time and attendance tracking, shift scheduling, payroll management, and performance evaluation into a unified platform.
Eleveo is designed by people who understand call center optimization software, and it integrates seamlessly with your existing contact center platform. It supports any channel, any data, and any source rolled into a single workflow with its one-of-a-kind conversation explorer. It also uses artificial intelligence (AI) to automate categorization, speech analytics, interaction tagging, forecasting, and scheduling.
The main features of Eleveo
It has three main features that help contact centers optimize their workforce:
Conversation Explorer
Conversation Explorer is a tool that automatically categorizes and sorts omnichannel customer interactions. It allows you to search for relevant interactions based on keywords, phrases, sentiments, topics, or other criteria. You can also review the customer journey across different channels (voice, chat, email) in a single view.
Conversation Explorer helps you to identify trends, patterns, issues, opportunities, and best practices in your customer interactions. You can use it to monitor quality, compliance, customer satisfaction, agent performance, and coaching needs. You can also use it to generate reports and dashboards that provide actionable insights for improvement.
Forecasting and Scheduling
Forecasting and Scheduling is a tool that helps you plan your staffing needs based on historical data and future projections. It allows you to create accurate forecasts for different channels (voice, chat, email), skills (language, product), and scenarios (seasonal demand, promotional campaigns). It also allows you to create optimized schedules that match the right agents with the right skills to the right seats at the right time.
Forecasting and Scheduling help you to ensure service level agreements (SLAs) are met while minimizing costs and maximizing utilization. It also helps you to manage schedule changes (swaps, trades), exceptions (absences), overtime requests (voluntary or mandatory), adherence (real-time or historical), and intraday adjustments (re-forecasting or re-scheduling).
Analytics and Insights
Analytics and Insights is a tool that transforms raw data into meaningful information that can help you make better decisions. It allows you to measure what matters faster and easier with predefined reports, dashboards, KPIs, alerts, scorecards, benchmarks, and drill-downs. You can also customize your own reports or use search analytics to find the data you need.
Analytics and Insights help you to evaluate the performance of your contact center, agents, teams, and campaigns. It also helps you to identify strengths, weaknesses, opportunities, and threats in your operations. You can use it to set goals, track progress, reward achievements, and provide feedback.
The benefits of Eleveo for contact centers
Eleveo provides many benefits for contact centers that want to optimize their workforce and improve their outcomes. Here are some of the main benefits:
Delivering the service customers expect
Customers are the lifeblood of any business, and they expect high-quality service from contact centers. Eleveo helps you to deliver the service customers expect by:
- Providing omnichannel support that meets customers’ preferences and needs
- Reducing average handling time, first call resolution, average time in queue, and other customer experience KPIs
- Increasing customer satisfaction, loyalty, retention, and referrals
- Enhancing customer feedback and surveys
- Resolving customer complaints and issues faster and more effectively
- Improving customer segmentation and personalization
- Increasing cross-selling and upselling opportunities
Attracting and retaining productive, satisfied agents
Agents are the backbone of any contact center, and they need to be skilled, motivated, and flexible to handle diverse and complex interactions. Eleveo helps you to attract and retain productive, satisfied agents by:
- Providing training and development opportunities that enhance their skills and knowledge
- Creating fair and flexible schedules that balance their work-life needs
- Monitoring and rewarding their performance and achievements
- Providing feedback and coaching that improves their quality and productivity
- Increasing their engagement and empowerment
- Reducing their stress and burnout
- Improving their communication and collaboration with peers and managers
Improving operational efficiency and profitability
Managers are the leaders of any contact center, and they need to balance the demand for service with the availability and cost of resources while ensuring quality, compliance, and performance standards are met. Eleveo helps you to improve operational efficiency and profitability by:
- Optimizing staffing levels and schedules based on historical data and future projections
- Reducing labor costs (overtime, turnover, absenteeism) and operational costs (infrastructure, software, maintenance)
- Increasing resource utilization (agent occupancy, shrinkage) and revenue generation (sales conversion, customer lifetime value)
- Improving quality assurance (call monitoring, scoring, auditing) and compliance (regulations, policies, procedures)
- Enhancing performance management (goal setting, tracking, reporting) and decision making (analytics, insights, actions)
How to get started with Eleveo
If you are interested in using workforce software Eleveo for your contact center optimization needs, here are the steps you need to follow:
Request a demo
The first step is to request a demo from its website. You can fill out a form with your name, email address, phone number, company name, number of agents, industry type, country, preferred language, current platform, current challenges, desired outcomes, etc. You can also indicate your preferred date and time for the demo.
Read more: Best Marketing Automation Platforms Lookinglion.NetOnce you submit the form, an Eleveo representative will contact you to confirm your details and schedule a personalized demo for you. The demo will show you how Eleveo works, what features it offers, how it can benefit your contact center, etc. You can also ask any questions you have about Eleveo during the demo.
Choose a plan
The second step is to choose a plan that suits your budget and needs. Eleveo offers three plans: Basic, Pro, and Enterprise. Each plan has different features, pricing, support, etc. You can compare the plans on the website or consult with an Eleveo representative to find the best option for you.
The Basic plan is suitable for small contact centers that need basic workforce optimization tools such as forecasting, scheduling, adherence, reporting, etc. The Pro plan is suitable for medium-sized contact centers that need advanced workforce optimization tools such as conversation explorer, search analytics, scorecards, alerts, etc. The Enterprise plan is suitable for large contact centers that need custom workforce optimization solutions such as integrations, APIs, security audits, dedicated account managers, etc.
You can also request a quote from Eleveo if you want a customized plan that meets your specific requirements.
Implement and integrate Eleveo with your existing systems
The third step is to implement and integrate Eleveo
with your existing systems. Eleveo is a cloud-based solution that does not require any hardware installation or maintenance. You can access it from any device with an internet connection and a web browser.
It also integrates with your existing contact center platform, whether it is on-premise or cloud-based, such as Avaya, Cisco, Genesys, Amazon Connect, etc. Eleveo uses APIs to connect with your platform and exchange data securely and seamlessly. You can also use Eleveo’s APIs to integrate with other systems or applications that you use, such as CRM, ERP, HRM, etc.
It provides you with the necessary guidance and support to implement and integrate with your systems. You can also contact Eleveo’s customer service team if you encounter any issues or need any assistance.
FAQs
Here are some frequently asked questions about workforce software Eleveo:
What is the difference between Eleveo and workforce management (WFM) software?
Eleveo is a workforce optimization (WFO) software that provides more than just workforce management (WFM) tools. WFM software focuses on forecasting, scheduling, adherence, etc., while WFO software also includes quality management, speech analytics, performance management, etc. It is a WFO software that offers both WFM and WFO tools in a unified platform
How much does Eleveo cost?
Eleveo offers three plans: Basic, Pro, and Enterprise. Each plan has different features, pricing, support, etc. You can compare the plans on the website or request a quote. if you want a customized plan that meets your specific requirements.
How secure is Eleveo?
It is a cloud-based solution that uses the latest security technologies and best practices to protect your data and privacy. It complies with industry standards such as GDPR, PCI DSS, HIPAA, etc. Eleveo also encrypts your data in transit and at rest, provides role-based access control, audits user activity, back up your data regularly, etc.
How scalable is Eleveo?
It is a cloud-based solution that can scale up or down according to your needs. You can add or remove agents, channels, skills, etc. as your contact center grows or changes. You can also use Eleveo’s APIs to integrate with other systems or applications that you use. Eleveo adapts to your business needs without compromising performance or reliability.
How user-friendly is Eleveo?
It is a user-friendly solution that has a simple and intuitive interface. You can access it from any device with an internet connection and a web browser. You can also customize your own reports or use search analytics to find the data you need. it provides you with the necessary guidance and support to use its features and benefits easily and effectively.
Conclusion
Workforce software Eleveo is a comprehensive solution for contact center optimization that helps you to improve the quality of your customer service, increase agent engagement and productivity, and reduce operational costs and complexity. Eleveo provides you with workforce optimization tools such as conversation explorer, forecasting and scheduling, analytics, insights, etc. that help you to align the people, processes, and technology of your contact center to achieve optimal customer satisfaction, agent performance, and operational efficiency.
If you want to use Eleveo workforce software for your contact center optimization needs, you can request a demo from its website, choose a plan that suits your budget and needs, and implement and integrate Eleveo with your existing systems. It will provide you with the necessary guidance and support to make the most of its features and benefits.
