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Evolving employee engagement with Workforce Management (WFM) - Calabrio - ContactCenterWorld.com Blog

Evolving employee engagement with Workforce Management (WFM)

From experience Teleopti believes successful companies start with inspired people and here CEO, Olle Dűring outlines 7 winning strategies to make your organization a great place to work.

At Teleopti we agree with the saying “to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority. We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it.
It’s time to apply the principles of Workforce Management (WFM) and here is our 7-step guide:

7 ways to raise the bar for employee engagement
  1. Change the leadership culture – good leaders instinctively know how to inspire their workforce and reward their efforts. They have a systematic way to measure the results of their actions and they are committed to making engagement not just a thing you do, but an intrinsic part of what it means to be a successful company. Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”.
  2. Communicate the strategic value of the individual - engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Communicate corporate goals or business changes and demonstrate the strategic value each individual can bring to the overall success of the company. Next, use automated WFM technology to allocate quiet time with team members to exchange ideas and explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers.
  3. Re-consider the benefits of flexible working - flexible working has come a long way since traditional full-time and part-time contracts or job-sharing. Career breaks, sabbaticals, Pay-as-you-go arrangements in the form of zero-hour contracts, compressed, annualized working hours and even Time Off Without Pay (TOWP) - why not test some or all of these options? Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.
  4. Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. Liberate employees with a greater sense of independence, involvement and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments.
  5. Think about infusing AI into the employee experience - consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance. These bots can hold conversational chats to quickly notify staff of potential time off or overtime and create an easy balance between optimized customer service operations and greater employee freedom.
  6. Introduce fairness and transparency – automation promotes consistency and greater visibility of all WFM processes. High degrees of transparency and openness create a sense of fairness that appeals to staff while satisfying organizations with a strong Union or Works Council presence. Managers have the information they need to ensure all employees take it in turns to do the more unpopular shifts and plan vacation time equitably while employees have total visibility of each other’s schedules and time off through self-service.
  7. Effective Change Management – organizational change can be traumatic for employees but recently, Teleopti customers like Germany’s biggest online retailer OTTO, have cited the strategic impact that WFM technology has on actively advancing corporate Change Management programs. The flexibility, transparency and collaborative nature of WFM technology have helped OTTO to strike a good balance between achieving high productivity levels (1,600 agents working 2 million shifts and 4,500 shift rotations - handling over 24 million enquiries per year) and transferring the program’s core values of empowerment and fairness into 15 virtual contact centers.

Make your company a great place to work. Learn how to power employee engagement with WFM. To find out more, download Teleopti’s latest white paper aimed at senior executives: “A Guide to Sustainable Business Success: Powering CX and Employee Engagement with Workforce Management”

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Source: https://www.teleopti.com/blog/evolving-employee-engagement-with-workforce-management-wfm/

Publish Date: April 30, 2019 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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