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Real-Time Adherence – the art of smarter scheduling - Calabrio - ContactCenterWorld.com Blog

Real-Time Adherence – the art of smarter scheduling

Learn how to be a smooth operator using automated Workforce Management technology. Nick Brook at Teleopti shares 7 golden rules for releasing the benefits of Real-Time Adherence for smarter scheduling.

Life is tough for workforce management (WFM) teams. Employees call in sick or run late to their shift, the latest promotional marketing campaign is so successful that product demand and call volumes are going through the roof or demand drops and too many employees are hanging around waiting to handle enquiries. The mere thought of managing it all while accommodating shift preferences, part-time workers and shift swaps is enough to bring on a headache even before the first cup of morning coffee.

By far the biggest gripe is having to handle last-minute time-off requests with 55% of contact center professionals complaining about the issue. Even more worrying is that several factors are set to make matters worse. A 2018 Call Center Helper survey revealed that only 52.3% of organizations have deployed an automated WFM system with one in ten contact centers still relying on either pen and paper or whiteboards to schedule staff while low employee numbers continue to act as a hurdle to providing great customer service, rising from 24.5% to 30% since 2015.

Take the final leap into the cloud with Real-Time Adherence

Managing today’s multi-channel contact centers is actually easier than you might think with a little forward-planning and the right technology. If nothing else encourages that final leap into the cloud, perhaps the benefits of Real Team Adherence (RTA) will. Use the latest automated solutions for:

  • Flexible planning ‘on the go’ – RTA technology monitors agent adherence to schedules and compares them with the live ACD status. Automated alarms flag up when schedules are in danger of being breached and a real-time data feed, updated in seconds, enables fast decision-making
  • Add intra-day schedulers to the mix and reschedule the workforce during the day. Unplanned changes in customer demand and last-minute agent absences are overcome because break times, lunches and even the deployment of people between different skills groups can be accommodated in a matter of minutes. The changes might only be small but they can make all the difference between meeting service levels during peak periods and losing valuable contacts and customers - forever
  • Business continuity planning – automated RTA solutions give organizations all they need to prepare for the unexpected such as storms that prevent people from getting to the office or major systems outages. High visibility of dynamic data makes tracking agent adherence and adjusting schedules to maintain service levels easier. Graphics make it possible to spot developing trends as they happen to facilitate fast re-forecasting or last-minute optimization
  • Complete control now and in the future - make WFM technology a highly valuable planning tool. Running a series of ‘what if’ scenarios can predict staffing needs for regular seasonal fluctuations like Christmas, upcoming new marketing campaigns and even right-size the contact center to support your organization’s long-term business and expansion programs.
Seven golden rules for smarter scheduling

Before making changes take a step back and learn from the mistakes of experienced WFM users. Here are the golden rules:

  1. Respect the past – history is always relevant. Access to accurate data along with a recorded audit trail of previous forecasting activities provides a solid foundation for future forecasts.
  2. Accept that change is the only constant - factor channels, agent preferences, and unplanned absences into forecasts. That way, the contact center is always ready to react to the unexpected swiftly and effectively.
  3. Never work in isolation - make sure planning teams work with other parts of the business to improve forecasting. Make it your business to know about promotions and advertising campaigns so when those enquiries come in and customer service is ready for action.
  4. Schedule administrative tasks and training during quiet times – and let employees give their full attention to the customer during busy periods.
  5. Add ‘travel time’ into schedules – for example, adding a cushion of 5 minutes either side of a 30-minute training session will make it easy for everyone to arrive on time without running and adhere to their schedules.
  6. Flatten the spikes – don’t forget the ‘out of the ordinary’ events that can adversely impact the efficiency of the contact center such as systems outages, negative comments on social media or news in the press. Be sure to factor these into the WFM equation.
  7. Aim for continuous improvement - processes require constant re-evaluation to increase efficiencies and gain a competitive edge. Reviewing processes and historical data should be a regular diary date, at a set time of the week and at least once a month.

Act now to stop that niggling headache turning into a full-blown migraine. Don’t rush in, take a considered, pragmatic approach and work with the right technology partner to keep your contact center running smoothly and at peak performance.

Want to learn more about one of the most important KPIs within the customer-service industry? Sign up for our on-demand session Setting realistic goals for adherence.

Source: https://www.teleopti.com/blog/real-time-adherence-the-art-of-smarter-scheduling/

Publish Date: May 8, 2019


2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
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)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

5.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

6.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

7.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

8.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

9.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019
Real-Time Adherence – the art of smarter schedulingMay 8, 2019
Evolving employee engagement with Workforce Management (WFM)April 30, 2019
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019
How patient are your customers? Erlang A may have the answerMarch 25, 2019
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019

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