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Real Time Adherence – what’s not to love? - Calabrio - ContactCenterWorld.com Blog

Real Time Adherence – what’s not to love?

Nick Smith at Teleopti gives 3 compelling reasons why RTA is here to stay

Scheduling disruptions are an everyday occurrence for frontline operations and a major headache for contact center leaders everywhere.  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 it’s just after Christmas when business is flat and too many agents are hanging around doing nothing.  There was a time when managers were forced to process exceptions manually just to keep staffing levels where they needed to be but all that changed with the arrival of automated Real Time Adherence (RTA).

What an invention! RTA practically transformed contact center operations overnight.  Real-time information from third-party feeds, such as an ACD, is used to update agent schedules automatically when adherence issues occur.  Gains in efficiency and time are matched by employee compliance and customer support – allowing team leaders to see the bigger picture and focus their resources on more strategic tasks.

The latest WFM solutions with embedded RTA capabilities perform a variety of tasks effortlessly, including:

  • issue email or SMS notifications to people with the right skills to ascertain if they can work at short notice and plug any gaps
  • monitor agent adherence to schedules and compare them with the live ACD status - wherever you are, using a variety of desktop, tablet or mobile devices
  • flag up when schedules are in danger of being breached with automated alarms
  • offer a real-time data feed, updated in seconds, to enable fast decision-making and action.

What is more, RTA offers a three-pronged approach to maximizing the performance of the contact center, making it a popular choice for ambitious contact center leaders.

Here are 3 reasons why RTA is here to stay:
1. Stay in control

Performance and compliance issues are no longer able to slip through the cracks because managers are immediately alerted to them as they happen and are given valuable insight into how agents work on a day-to-day basis. This puts managers in complete control, giving them the power to make changes that have an immediate impact on call center performance. The faster these reactions occur, the easier it is to achieve and maintain targeted service levels.

2. Handle the unexpected

Automated tools such as RTA give organizations all they need to be prepared for, and handle, the unexpected.  High visibility of dynamic data makes tracking agent adherence and adjusting schedules to maintain service levels at all times, effortless. Graphics mean it is easy to spot developing trends as they happen allowing for fast re-forecasting or last-minute optimization.

3. All round business benefits

Research shows that companies who have implemented Real-Time Automation (or Intraday Automation as it’s known in the US) enjoy a 55% year-on-year improvement in staff utilization rates compared to those who haven’t.  The technology identifies periods in the day when staff can be safely withdrawn from the front line to receive training or coaching without risking service levels. Better skills mean happier staff, as well as better resolution rates and sales conversations. As a result, customer satisfaction rates often improve by 37% with the same companies reporting a 3-fold increase in revenues.

Finally, don’t just take our word for it!

There are many success stories around that cite the benefits of RTA.  What is more, the most recent innovations encourage smarter ways of working.  For example, when the contact center’s work (calls, emails, webchats etc.) varies from the forecast and staff attendance is not what is expected on the day, people can be moved around to where they are needed most – be it training or strategic offline work. This is indeed a major breakthrough when you factor in the intricacies involved - different agent skills, preferences, contracts, schedules and breaks.

When all is said and done, effective management is all about staying in control of the day and being ready to handle the unexpected.  RTA can do this and so much more.
What’s not to love about it?

Source: https://blog.teleopti.com/2017/07/07/real-time-adherence-whats-not-to-love/

Publish Date: July 7, 2017 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
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)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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