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Workforce Management: Shift Trader - Business Systems UK Ltd - ContactCenterWorld.com Blog

Workforce Management: Shift Trader

Humanise the workplace series - Part 3

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.

Source: https://www.businesssystemsuk.co.uk/blog/2019/02/05/4677/

Publish Date: February 5, 2019 5:00 AM


2021 Buyers Guide IVR

 
1.) 
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.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



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 5:00 AM
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020 5:00 AM
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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
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