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Agents will always be the most vital resource for your contact centre. As a contact centre manager it’s your job to boost employee satisfaction and retention, lower sickness and absenteeism rates and enhance customer service. The end result being improved profitability, a happier workforce and happier customers.
Finding the right Workforce Management solution can help you achieve these goals.
Shift Trader
Boosting employee satisfaction can be done in a number of different ways. In order to recruit and retain the best, contact centre managers need to provide options and flexibility for employees to feel wanted and effectively manage their work-life balance.
The contact centre mantra is simple – a happy and appreciated employee = enhanced customer service and profitability.
One of the ways to boost employee engagement and satisfaction is with Teleopti’s shift trader module.
In a nutshell, Shift Trader (part of the lifestyle module designed to boost employee’s work-life balance) is a fully automated module, allowing agents to view their colleagues’ schedules to trade shifts for one or more days.
How exactly does Shift Trader work?
The request is sent to the agent’s colleague for approval or denial with subsequent, instant notification and schedule updates. Business rules set up previously by the planning team ensure agents can swap as few or as many shifts as they please - without affecting service levels!
With the shift trade board, agents can post their shifts available for trade andset the criteria for what they want in return e.g. time range. An agent who meets this criteria will see this available shift and can complete the trade by selecting it from the shift trade board.
With all shift trades, whether agent to agent or via the shift trade board, the schedules are updated in real time in the agent portal, team leader portal and planning team view. Agents are also able to see the history of their requested shift swaps.
N.B Don’t forget – shift trader can also work on a semi-automated process, whereby the trades agreed which do not break business rules and are accepted by the system or shift trading can still be sent to team leaders/planners for their final approval if this is your preference.
Benefits of Teleopti WFM Shift Trader
Considerable reduction in administration – automated request handling
Employee Empowerment – instant shift trading notifications with an element of flexibility
No impact on service levels or agent working hours – follows configurable business rules based on skills and available shift trades
Interested in finding out more? Speak to our team today!
About Teleopti & Business Systems As top global providers of Workforce Management, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.
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!
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Knowmax
Knowmax Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service. The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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Teckinfo Solutions Pvt. Ltd.
ActivDesk Help Desk Software ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
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