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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. 


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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 Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

5.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

6.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

7.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

8.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

9.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

10.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

11.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

12.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

13.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

14.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

15.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

16.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

17.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

18.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

19.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

20.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
 
Page: 1234



View more from Business Systems UK Ltd

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