Comprehensive Workforce Engagement Optimization
Workforce optimization has evolved beyond basic forecasting and scheduling to encompass a variety of critical components, including:
- Gamification: Miratech integrates metrics that are not typically included in standard CCaaS platforms. This approach incorporates sales figures, customer satisfaction scores, and case resolution times, offering a more holistic view of performance.
- Speech and Text Analytics: We utilize advanced analytics to derive actionable insights from AI-sourced topics and intents, enhancing both customer and agent experiences. We also ensure continuity by importing speech analytics data from legacy systems, providing a seamless transition and preserving valuable data.
- Quality Management: While standard practice involves migrating and building out quality forms and policies, Miratech focuses on tailoring these tools to fit specific client needs.
- Ad-Hoc and On-Demand Alerts: We develop customized alerts beyond the basic CCaaS offerings, including those triggered by specific events in the IVR (Interactive Voice Response) system. These alerts help clients monitor critical customer journeys and respond promptly to operational issues.
- Learning Management System (LMS) Integration: We integrate LMS with CCaaS platforms, making it easy for employees to access training and development resources directly within the systems they already use. This seamless integration supports ongoing learning and coaching, helping employees develop their skills and stay up-to-date in a cohesive and efficient way.
