Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Ask the Expert – How to Really Empower your Agents - Business Systems UK Ltd - ContactCenterWorld.com Blog

Ask the Expert – How to Really Empower your Agents

On the 12th of May we held a joint webinar with Call Centre Helper discussing the best ways to introduce and maintain agent empowerment.

The panel, which consisted of Carolyn Blunt (Real Results Training), Emma Bridger (People Lab), David Evans (Business Systems), and Jonty Pearce from Call Centre Helper as the host and moderator, agreed that agent empowerment has many benefits, and for a business perhaps the two most important one is the resulting increase in both customer satisfaction and employee retention.

One thing that was emphasized by all panellists was that to achieve employee empowerment an organisation needs processes, technology and leadership, or as David Evans put it:  when talking about Workforce Management and Self-Service, “empowerment is mostly a cultural change rather than a technological one”.

Technology however is a major facilitator and from that point of view, David referred to Workforce Management and Speech/Interaction Analytics as two key tools to enable employee empowerment. Speech/Interaction Analytics can provide insight not only on the voice of the customer but also on how empowered our employees are when on the phone, by helping listen to and analyse what was said and how it was said.

Getting into more detail with Workforce Management, David explained how self-service and allowing employees to set their own shift patterns gives them control and flexibility, two fundamental motivators that are highly appreciated by most. The main examples of shift patterns he mentioned were:

  • Preference scheduling, where agents state their preferred days and times to work
  • Availability staffing, where agents state when they are available to work
  • Shift swaps, where agents are given options to swap their shifts not only with similar shifts (4 hours for 4 hours), but with longer or shorter shifts.
    • Trade boards, a variation of shift swaps, where agents post the shifts they want to swap anonymously

Going a step further, he suggested that a company could provide remote access to its self-service portal to employees, so they can log in and schedule at their convenience, and even set auto-authorisation rules so the employees can see there and then if the desired change is feasible.

In support of the value of self-scheduling, one of the attendees commented at the Call Centre Helper Chatroom:

“My organization can set schedules is a hugely empowering element and I can tell you that even just offering flexibility of an hour ‘Window’ as well as affording paid time off that they can utilize really does allow for a better confidence in the company. It reduces turnover for sure!”

And indeed, Emma Bridget stressed that money is not necessarily the great motivator that many believe and referenced a video on what actually motivates people:

It seems however that self-scheduling has still to gain the trust of businesses. At the relevant poll that run during the webinar only 14% allow employees to set their own schedules. On the positive side, 38% allow employees to swap shifts without the need of management approval. These results coincide with the findings of our latest survey as depicted in The State of Workforce Management – 2016.

Asked about any downside, David mentioned that it is important at the beginning of a self-service implementation, to test the functionality and supporting processes with a small group and optimise it accordingly prior to mass deployment.

A Webinar replay is now available to view on the following link:

http://www.callcentrehelper.com/ask-the-expert-how-to-really-empower-your-agents-83519.htm

Source: http://www.businesssystemsuk.co.uk/blog/2016/05/16/ask-the-expert-how-to-really-empower-your-agents/

Publish Date: May 16, 2016 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 



View more from Business Systems UK Ltd

Recent Blog Posts:
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM
Top 3 Resource Planning Techniques Within The Contact CentreMarch 13, 2020 5:00 AM
Business Systems (UK) Ltd Shortlisted for Major Sector AwardsJanuary 31, 2020 5:00 AM
5 Top Ways of Using Artificial Intelligence in the Contact CentreJanuary 27, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10287 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =