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Out with the old, in with the new – 5 old habits to consign to history - Calabrio - Blog

Out with the old, in with the new – 5 old habits to consign to history

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact center management that can be consigned to history.

Innovation is everywhere and it can seem as if we’re constantly encouraged to take on more and more technology to lower costs, improve customer satisfaction and increase market share; the list is endless. However, has anyone actually stopped, looked around and considered if and how this new technology can replace what is already there? It’s a bit like buying new furniture or the latest fashions without getting rid of the old. Sooner or later, you just end up with clutter rather than a fresh start. The same applies to running a contact center. Instead of making your operation more productive, maybe too much old technology is weighing it down and preventing your organization from reaching its full potential.

It’s the start of a new year so what better time to de-clutter and throw out the old? Here we explore five practices that are worth assigning to history:

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1. Who needs ACDs?

ACDs, the traditional foundation of the contact center, are still a useful tool but they need to adapt to modern environments and customer needs. Voice-only ACDs may soon become a thing of the past, being replaced by fully-integrated enquiry distribution including multiple media channels. As alternative channels such as Web chat and social media become more commonplace, multi-media ACDs will provide a more integrated experience for agents and an improved omnichannel service for customers. Greater integration allows for easier reporting and comparisons – always a bonus.

Similarly, combining a multi-media ACD with other cloud-based applications, such as WFM software, allows for easily accessible data in real time 24/7, the ability to scale up and down user numbers instantly and add new features automatically all result in more time to spend on delivering an outstanding customer experience. What is more, a pay-as-you-go cloud business model means you pay only for what you use.

2. Time to ditch fixed-pattern spreadsheets and embrace responsive automation

There’s no doubt about it, people like spreadsheets because of the comfort factor. They give everyone their own version of the truth, with complete authority to update and amend their spreadsheets when they like, without interference from anyone else. The downside to spreadsheets is they bear no relevance to what is happening outside a user’s immediate department and being manual, are often out of date and inaccurate.

The very nature of spreadsheets tends to make them inflexible and personal to their creator. This can leave a contact center high and dry when that individual moves on. Any manual workings and knowledge walks out with the creator, often making changes such as adding a new skill, difficult and time consuming for those remaining.

Automated planning is definitely the way forward with the latest WFM solutions enabling clear visibility of agent activities, increased efficiencies and the ability to capture and manage big data.
Take the example of, the world’s biggest online car rental service. It produces effective, flexible work schedules for over 800 people and manages seasonal peaks and troughs from one single, automated solution. FEXCO, Ireland’s most successful multinational financial and business solutions provider with operations in 29 countries turned to automation to improve agent scheduling and adherence for 460 contact center staff and introduce smarter, consistent ways of working.

3. A whole new world of learning - say goodbye to irrelevant training sessions

The days of traditional classroom learning where the whole team sat conference-style listening to the trainer will soon be a thing of the past. Thanks to Intraday monitoring capabilities, often embedded in today’s WFM technology, contact center leaders can see how the day ahead looks and when time will be available for training. Understanding agent competences and utilization allows targeted training to address specific skills gaps either in individuals or workgroups.

WFM technology with intraday monitoring identifies periods in the day when staff can be safely withdrawn from the front line to receive either face-to-face training or undertake e-learning without risking service levels. People should be enabled to learn in a way that suits them best, for example some people prefer video learning while others respond better to text instruction. Contact center leaders can continue to train by sending novel “knowledge nudges” for quick updates and tips. Whatever the method of tuition, better skills means happier staff as well as better resolution rates and sales conversations.

4. Tear down paper-based, fixed schedules from notice boards

Today’s workforce (especially millennials) want schedules to be constantly available i.e. just a phone swipe or search away. Whether on a bus or at home, contact center professionals want to stay updated; especially as schedules are continually changing. Paper rotas pinned on a board quickly becomes outdated leaving people misinformed. A mobile application also helps raise adherence and time-keeping, how can an agent be on time for an 8am start if they didn’t know it had been switched from 9.30am? Looking forward, native, push notifications from self-service mobile apps will drive this awareness and ease the connection between work life balance and customer satisfaction

5. Supervision is out, coaching is in

To understand why supervision will become an old habit it is important to realize the difference between supervision and coaching. Supervision tends to be about telling and directing people for a specific outcome i.e. when to go on a break to maintain service levels. It usually produces the best results with new recruits or when demand goes crazy. However, coaching works best with experienced agents who are already performing to a pretty high level. All management is about providing people with the environment and skills to excel, now is the time to work with contact center professionals rather oversee them by building valuable, engaging relationships.

It’s time to clear out the old and focus on the new. Take a closer look at your own contact center technology and processes. What can you throw away? Is your faith in hardware, spreadsheets and traditional learning methods weighing you down? Is clinging to what worked in the past holding you back from realizing your organization’s full potential? Look again to discover whether it’s time to embrace the cloud, responsive automation, a new world of learning, self-service applications and updated coaching to improve agent skills, increase productivity and save money in 2018.


Publish Date: February 2, 2018 5:00 AM

2021 Buyers Guide IVR

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.

Computer Data Services, LLC

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

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.


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.


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

Nuxiba Technologies

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.

OpsTel Services

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

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.

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