How to engage and develop the digital workforce: 8 best practices

Whether it’s mixing up training tactics or remembering the vitality of voice, engaging and developing customer service agents has never been more important as it is in today’s digital landscape. Rob Clarke, VP of Sales in North America, reflects on eight interesting initiatives from this year’s Teleopti Americas User Forum.

Aberdeen Group found that customer loyalty is the most popular topic for Fortune 1000 companies right now. Intrinsic to a customer’s loyalty is the service they receive from a company, and how accessible, helpful and engaging that assistance is. At Teleopti, we are particularly interested in the role of the employee taking those frontline communications, and what can be done to have them provide satisfying, useful guidance to customers. This year’s Americas forum dove into what our customers are or could be doing to engage and develop the digital workforce.

The forum was full of advice, lessons learned and productive debate with a mix of industry expert speeches and customer panels. Our team has brought together the eight practices that stood out as stimulating ways to reach a skilled, motivated digital workforce. Some require company transformation, of practice and thought, while others are small but essential tweaks to nurture capable employees, committed to customer experience.

1. Understand the generations in your workforce

Different generations come with different traits and therefore different needs as an employee. It’s not one size fits all. You must dig into the different generations in your workforce and see how to engage and motivate those varying groups. Millennials might prefer more teamwork options for training and feedback sessions whereas Gen Z could lean toward independence of online training and self-service possibilities. To explore what Gen Z employees are really looking for join our free webinar.

2. Provide a unified working experience

Continually changing between desktops and apps to access reports, conduct tasks or see their schedules is a frustrating and de-focusing task for employees as they go about their work, especially when speaking to a customer in real time. Choose apps and platforms with higher harmony and integration between them, rather than disparity, allowing employees to feel supported in their work.

3. Offer internship programs

One customer spoke of how they take a few frontline employees each month to intern part-time as workforce planners, learning about the role and responsibilities. This isn’t to absorb them into the WFM team but to make agents aware of why planning decisions are made, the impact of breaks and activity changes, and to understand what goals such as service level are there for. It’s all about creating champions for what WFM is really doing at the same time as teaching them and mixing things up. This can equally be reversed with another customer saying they have the planning team shadow an agent once a month to understand their needs better.

4. Raise the voice of the agent

As the voice of the company, whether via phone, chat or email, they’re a voice that shouldn’t be forgotten when it comes to improvement and input…but in the right setting. Customers all said that it’s about keeping feedback sessions casual rather than intimidating. Use anonymous surveys or bring in smaller group discussions with more of a ‘coffee machine mood.’ One question though was, how to sift through the ‘noise’ of feedback and find the areas to focus on? A customer interestingly said they’re using machine learning to create trends from the unstructured data, telling them where key areas of need lie. However, input is gathered, the major thing, as one planner said, is to keep communicating and show how you are acting on feedback. Demonstrate that their voice has an effect.

5. Utilize pilot user groups

When you’re trying out new processes, e.g. incorporating new overtime request automation, it is best to trial these changes with a pilot group so that you can understand the impact it will really have and get feedback on how to improve. However, to have a fair representation of workforce opinions and see the best option for all you need to test widely. One company working with an international workforce said that they always use a diverse pilot group from different countries, across genders and with varying ages.

6. Ensure all agents still have time on the phone

This came up a few times and is a simple but essential point. With the growth of other digital channels, there can be less direct contact with customers, but voice is a still a key, relationship-building channel. Make sure all agents still have some experience of voice in their schedule, so they have these closer communications, feeling connected to customers rather than distanced.

7. Don’t place service level above agent development

As customer expectations increase and automation and AI introduce chatbots as options for basic customer interactions, frontline employees need to be even more skilled as they handle more complicated matters, aiming for first-time resolution. This means training and development is crucial, rather than an afterthought. In a training panel discussion, one thing all our customer panelists agreed on is that training should be the last thing you cut when times are busy, rather than the first. Look for other activities that can be moved, or at least make training more flexible with e-learning so that it isn’t dependent on 2 hours in a classroom.

8. Make training digital, make it stick

With unexpected events or successful marketing campaigns putting demands on staffing levels, there may be the need for more flexible online training, rather than set, in-person sessions. Also, with many companies having continual recruitment, e-training means new employees don’t miss training that took place before they joined. Taking it digital can also allow for shorter, sharper bursts of information. Yet as customers discussed, there is the question of how to evaluate if employees are retaining the new knowledge. This is where it could be key to incorporate LMS (Learning Management Systems) in digital training strategies, as you then have the possibility to test and follow up if they absorbed the information.

The frontline workforce is becoming a more and more vital part of customer experience as service in turn becomes increasingly prioritized and digitalized. ‘This is how we’ve always done it’ isn’t a sustainable mantra. As the forum highlighted, companies need new ways to involve and develop the workforce, particularly as they become a more digitally active one.

Source: https://blog.teleopti.com/2018/10/12/how-to-engage-and-develop-the-digital-workforce-8-best-practices/

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Analytics

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1.)	3Fiftynine CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams

2.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

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Alvaria Noble IQ Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

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BPA Quality Call Center Quality Monitoring Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

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Call Tracking Metrics Automate insights from all your customer communications There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park. Use conversation analytics to: • Build your ideal customer profile • Optimize your sales and customer service processes • Maximize your resources to focus on quality conversations • Identify trends and customer sentiment in real-time

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CallFinder CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more)CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client services with tailored, one-on-one training and guidance. Our analysts assist in transforming your manual Quality Monitoring processes into automatically delivered scorecards, transcripts, and reports that measure key business metrics to help you manage your business and contact center operations.

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ComSys S.A. CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more)CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

8.)

Consilium Software Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more)The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and operational analytics in a way that will make a meaningful impact on organizations’ ability to optimize performance and deliver exceptional customer experience (CX.) Consilium UniInsight™ is an intuitive business intelligence reporting and analytics solution which can combine data from Cisco and non-Cisco data sources to simplify custom historical and real-time reporting. The purpose of analytics and business intelligence is to provide the tools and best practices for the analysis of information to improve and optimize decisions and performance, and with UniInsight™ we help you get that done with the least amount of stress, and in the shortest possible time. UniInsight™ helps businesses to analyze and track key business metrics in real-time, make changes to the anticipated contact volumes, and thus optimize workforce productivity and customer service SLAs. In most situations, new customized reports and dashboards can be built and run within seconds as we use pre-aggregated, processed data which is optimized for fast results. There is an easy drag-and-drop design for rapid customization of both, reports and dashboards. • DIY custom reports and real-time dashboards to analyze and track key business metrics in real-time, anticipate contact volumes, and optimize workforce productivity. • Integration with multiple data sources using OLAP cubes from multiple data sources for slicing and dicing of data. Online analytical processing (OLAP) provides an optimized environment for multidimensional analysis. • Intuitive report designer tool for ease of creating custom reports and dashboards without the need for the users to know SQL or database schemas.

9.)

CUSTOMER SQUARE CROSSCRM.CX - CRM Dataviz Module CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf PLUS ! Automated extracts for integration to third party applications.

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Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

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DialogTech DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more)Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get all the pre-call data on the caller and the marketing interaction that drove the call. This helps inform your call routing, the conversations your agents have with customers, and, with AI, your marketing team can analyze conversations to help them take the best actions to drive better quality sales calls to the call center.

12.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more)eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts. All this capability is delivered in a solution that’s easy to deploy, manage, and optimize. Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true omnichannel management.

13.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.)	ethosIQ, LLC ethosAnalytics ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.)

Lieber & Associates Contact center Analytics and Metrics Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.)

MiaRec, Inc. MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more)A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low learning curve, MiaRec Voice Analytics builds a custom fit around your operation’s needs and can be updated at any time to track new topics.

17.)

Navedas CSAT.AI CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office. CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location! CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications. CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.)

OpsTel Services VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more)With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance for profiles across the enterprise *Out of compliance activity is easily identified through data accuracy

19.)

Pointel CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center efficiency. This helps contact centers optimize employee engagement, operations, and customer experience.

20.)

PRILINK SIP-Trunk Demarc Monitor Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

 

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