From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling.
Flexibility means different things to different people. On the one hand, staff want more of it with 35% of employees considering a flexible work environment to be an important factor when making a decision about their career. On the other hand, contact center leaders strive to build agility into their agent schedules to better meet customer service levels at minimum cost and effort to the overall business.
At the same time, the astonishing number of factors that need to be considered to achieve all-round flexibility make running a contact center today a complicated business. Diminishing corporate budgets for example, are forcing organizations to think of more creative ways to pay for and deploy their staff. Pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours and other cost-containing measures such as Time Off Without Pay stand alongside traditional permanent or part-time agreements. Businesses are also looking to reduce spending on expensive office space and IT overheads by moving to virtual teams or by introducing Bring Your Own Device (BYOD) programs. Furthermore, environmentally-minded organizations with a strong sense of Corporate Social Responsibility (CSR) or those who have simply re-located to rural areas to escape high City-centre rents are now facing the realities of poor public transport links and implementing car pooling schemes.
All these factors have a massive direct impact on contact center operations, in particular agent scheduling. From fixed, split and micro-shifts to the rise of reserve working ie the scheduling technique that keeps up to 25% of the team on fluid shifts, means that bringing a team of full-time, part-time, contract and virtual agents together is a major challenge. So how can organizations achieve all-round flexibility in the contact center in a way that satisfies staff, customers and the business?
Contact center leaders should first establish the payment structures and types of shift that will motivate agents to meet customer service targets while lowering attrition rates and minimizing recruitment costs. After that, it comes down to releasing the top seven capabilities and benefits of today’s automated workforce management technology:
1. All-in-one, easy to use package – the biggest barrier to embracing new technology is ease-of-use or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively, forecasting demand, creating schedules, developing accurate and insightful reports and improving overall customer satisfaction.
For example, when it comes to reserve working, there’s no need to re-design entire shifts and rotas every week. The flexibility of modern workforce optimization systems means you can schedule, in advance, the right number of reserve staff to match call demand and factor in sickness and training accurately. Transparency is an added bonus. At a glance, agents can see that everyone is taking turns to cover the most unpopular shifts! Then, add in an extra column to group people with the same start and finish times to help organise and communicate car sharing opportunities in a timely manner.
2. Easy access, anytime, anywhere – agents can log in from home or on the move to check their schedules, see who they are working with and let their manager know when they are available for work. Managers and resource teams are able to build efficient schedules at any time and from anywhere to gain complete control of their contact center operations in a highly flexible way.
3. Intelligent resourcing – using historical data, resource teams have the power to predict how many agents they will need, the skills they require and pick and choose the right people at the click of a button. They can even support a number of different shift patterns including short shifts or split shifts rather than employ a set number of people at set times of the day.
4. Flexible planning ‘on the go’ – features such as real-time adherence monitor agent adherence to schedules. 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. Intra-day scheduling allows small changes during the day while taking into account unplanned changes in customer demand and unplanned agent absences. For example managers can flexibly change break times and lunches or move people between skill groups, front office and back office work. The changes are often only by a few minutes but those small changes can make the difference between meeting service levels during peaks and losing valuable calls.
5. Fit for the future - the latest forecasting technology helps to right-size your contact center for the future. Running a series of ‘what if’ scenarios can predict staffing needs for regular seasonal fluctuations like Christmas, upcoming new marketing campaigns and even the organization’s long-term business plan.
6. Self-service –self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off. Setting up auto-approvals means staff don’t have to wait until the next day for an answer if management is not available - contact center flexibility and agent satisfaction in one fell swoop.
7. Time and cost efficiencies – the automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact centre framework that keeps agents motivated, customers satisfied and CEOs happy.
Your countdown to flexible, smarter scheduling starts here. What are you waiting for?
Publish Date: September 21, 2018 5:00 AM
|1.)||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.
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.
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.
|4.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
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-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
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.
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
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.
|15.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
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
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
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.
SPEED & PLUS
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.
*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 Perfor...
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.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
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