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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


2023 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 



View more from Business Systems UK Ltd

Recent Blog Posts:
Call Recording Management – How the Head of IT can manage large Call Recording PlatformsOctober 9, 2020
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020
Top 4 Benefits Of A Cloud Contact CentreAugust 10, 2020
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020
Top 10 Tips For The Modern Contact CentreApril 8, 2020
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020

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