Workforce Optimization


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The main goal for any organization is to always keep customers satisfied with an experience that radiates quality. This goal can be achieved by connecting the right customer with the right agent, and empowering agents with the information needed to do the job efficiently. Globitel’s Workforce Optimization solutions empower agents with the information needed to serve customers efficiently and effectively. Globitel’s Workforce Optimization solutions are flexible and can be integrated with your customer engagement center infrastructure. The solutions can also be integrated with most CRMs and Computer Telephony Integration systems in the market. This integration will help in reducing staffing costs and increasing quality of service. Our technical team has also developed an application in order to bring mobility to Workforce Optimization solutions; Workforce Management and Performance Management Platform. Globitel’s Workforce Optimization software was recognized and included in the Gartner Magic Quadrant report for Customer Engagement Center Workforce Optimization. Globitel’s Workforce Optimization solution serves a large client base located in Jordan, The Middle East at large and North Africa.

Globitel Workforce Management

Globitel Workforce Management

Globitel Performance Management Platform

Globitel Performance Management Platform

SpeechLog Retail

SpeechLog Retail

SpeechLog Quality

SpeechLog Quality

SpeechLog Analytics

SpeechLog Analytics

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Globitel’s Workforce Management platform optimizes the performance of customer engagement centers by enhancing the ability to accurately forecast, schedule and monitor agents’ activities. The software provides a unifi­ed solution designed to speci­fically help organizations monitor agent performance. Globitel’s Workforce Management solution was granted mobility through the WFO App. Read more.

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Quality assurance requires a lot of effort for upkeep in any organization or call center, and many organizations fail to maintain the process of quality assurance, which in turn has an overall negative impact on the customer experience. Globitel’s SpeechLog Quality is designed to facilitate the quality assurance processes at your contact center. Read more.

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Globitel Performance Management Platform provides a single, standardized framework for efficiently tracking, managing, and improving individual and team performance across your enterprise, from contact centers and branches to back-office operations. Globitel’s Performance Management Platform was granted mobility through the WFO App. Read more.

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Globitel’s SpeechLog Retail solution offers insight into the three most important aspects of a physical interaction between an employee and a customer. No longer will your business be out of touch with the retail shops it operates. Read more.

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Globitel offers SpeechLog Analytics. SpeechLog Analytics is the process of analyzing recorded calls in real time, in order to gather customer information for the purpose of improving communication and future interaction. This innovative solution has vastly improved customer experience due to valuable insights extracted by SpeechLog Analytics. Read more.