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Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely - Business Systems UK Ltd - ContactCenterWorld.com Blog

Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely


With
 Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels 

Managing today’s multi-channel contact centres from home could be easier than you think with a little forward planning and the right WFM technology.  In these uncertain weeks ahead, we all need to be flexible and agile with ‘on the go’ planning. Real-time adherence will play an integral part of effective intraday management. 

Challenges

Many organisations have spent the last couple of weeks getting their agents ready for home working.  Staff are set up to take calls, they have access to the necessary systems, however, the immediate challenge is to ensure they’re more productive and working efficiently. 

Without clear real-time visibility of staff and scheduled activity, organisations are finding themselves in a position where scheduled employees are not available when they should be.   

Depleted workforces and increased demands inevitably impact the customer experience with longer wait times, high abandoned calls and service levels targets not being met. 

The Solution

So, what’s the solution? A good WFM solution with strong real-time adherence functionality including:  

  • Ability to compare agent schedules with those of the current ACD state 
  • Lack of schedule adherence is flagged with alarms 
  • Ability for team leaders to drill from site and teams down to an individual agent with a click of a button
  • All data is updated in real-time and available on desktop, tablet and or mobile devices 
  • Provides real-time adherence visibility to ensure staff are available for the next customer demand/interaction & handle times are kept to a satisfactory level 

Add in intraday schedulers to the mix and organisations can gain high levels of visibility allowing them to make informed decisions around actions that need to be taken.  E.g. Do we need to alter schedules for the workforce during the day or do we have enough resource to handle demand but they’re not doing what they should be? 

Customer Stories

With tumultuous times ahead, it’s useful to look at how some of our customers are using real-time adherence to help them protect their service levels.   

In our first example, a customer believes that real-time adherence has had a calming effect on their day-to-day contact centre challenges. 

Their solution has been configured in a way to help agents ensure they adhere to schedules. Their agents automatically receive pop-ups on their desktop to remind them when to take a break, go to lunch or when they are due to switch from one activity to another. The solution also confirms that shift trades and/or shift changes have been accepted. With agents forced to work from home, it’s vital that they still receive those breaks and are encouraged to do so, to help prevent mental health issues a few weeks down the line. 

This customer also found that their Managers are now in complete control of their contact centre environment (whatever that may look like now), because they can simply login to the system and compare agent schedules to states and see state changes as they happen from their tablet or other mobile devices. They can make appropriate adjustments to schedules on the move, should they need to do so. 

Our next customer found that real-time adherence has enhanced their service levels and customer satisfaction. 

This feature benefits the whole company and has already proven to increase productivity by 5% in a short amount of time.  By implementing the real-time adherence functionality and linking to their automated call distributor (ACD) system, they have been able to get an accurate, real-time view of the agents and overall contact centre activity to enable managers to track schedules against forecasts and then make quick and meaningful adjustments to meet agreed customer service level agreements (SLAs).  Automated alarms flag-up when schedules are being breached and a real-time data feed which is updated in seconds allows them to make quick decisions. 

Another real-life example, found having clear visibility of intraday activities and real-time adherence enabled them to factor in team meetings, 1-2-1 meetings and other offline activities during quiet periods.  Now more than ever, these meetings will be vital for staff morale and must continue to happen where possible, albeit they are likely happening virtually for many of us. 

Summary

We’ve been talking about business continuity planning for some time now, however not on the scale we are seeing today.  We have used examples of organisations having to prepare for the unexpected such as storms that prevent people from getting into the office or major systems outages - who could have predicted we would be staying at home for this unprecedented situation?  

Having this visibility in place will make all the difference when it comes to meeting services levels giving your organisation the best possible chance of coming out the other side! 

If you need help to get your people up and running to work from home, please contact us to discuss your options.

Source: https://www.businesssystemsuk.co.uk/blog/2020/03/25/real-time-adherence-key-ingredient-help-manage-workforce-remotely/

Publish Date: March 25, 2020 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
PH: 801.471.0883

5.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



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