Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Guest Blog: Contact Center Skills – focus investment, improve customer service, save money - Calabrio - ContactCenterWorld.com Blog

Guest Blog: Contact Center Skills – focus investment, improve customer service, save money

A recent McKinsey study of 150 call center leaders found that focused investments are needed to improve the skills of contact center agents in both service and sales, and to hire new ones who can handle increasingly complex interactions, in order to cope with changing consumer needs and contact preferences.

This is hardly surprising. The world is rapidly moving towards a sophisticated combination of automation for low value transactions and inquiries, and rich, personalized customer experiences that have the potential to deliver strong differentiation. And this is already translating into smaller teams of highly skilled agents equipped to provide ‘exceptional’ customer service, improve customer engagement, create cross and upsell opportunities, and prevent increasingly demanding customers from defecting.

The same study found that nearly half (47%) of the executives surveyed rated ‘investing in new technologies’ as one of their top priorities over the next five years. So on one hand, contact center leaders need to improve agent skills and recognize that technology investments are required. Yet, as we all know, on the other hand, there is often significant pressure to reduce operational costs. An effective workforce management (WFM) solution will help to cut costs, particularly when combined with improving agent performance.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Therefore, it makes complete sense to adopt an approach that addresses significant improvements in agent performance as well as reducing operational costs. Given the sheer ‘scale’ of the challenge faced by contact centers – often hundreds and thousands of staff are employed – the only way to do this is to pinpoint and replicate key skills and behaviors that deliver the best business outcomes at an individual level – i.e. to address each agent’s specific competency requirements and skill gaps. So how do you do this?

Benchmark employee skills and knowledge
Knowing what skills and knowledge your employees have is crucially important before you can analyze links to positive business performance. Benchmark using all available performance data – sales reports, quality management scores, length of service, training undertaken, etc. – making sure they are values that can be analyzed later and common amongst groups that require comparison.

Determine a clear goal
This is crucial as it drives the direction of any analysis and without clear goals or objectives it is difficult to achieve a real performance gain since you don’t really know what you’re looking for or want to achieve! Plus you’ll waste time and money and be little the wiser at the end of your analysis!

Pinpoint which skills and knowledge are linked to the best business outcomes
Once you have determined your goal, use analytics to identify the causal skills and knowledge factors that are driving the desired business outcomes. Continue by analyzing your best performers but remember, ‘best’ should not be a subjective view. Use available data and analytics to agree the definition of ‘best’ that most accurately fits the organization and its goals and objectives. A competence management solution within a WFM solution goes a long way to show what best performance looks like by pinpointing the key skills of top performers, what they are doing differently/better and how they achieve it.  Once gaps have been identified a solution such as Teleopti Competence Manager, flags the best course of action by replicating desirable profiles.

Find and fill gaps
Use analytics to pinpoint skills and knowledge gaps and unearth trends in skill improvements – i.e. which actions are having the most positive impact. The output of this analysis should then be used to make sensible decisions about what development is required: who needs what skills and knowledge – at an individual level.

Test and refine
Continue cyclic measurement and analysis and continue to take relevant, focused actions to maintain positive performance improvements. Analytics should be a continuous investment as, when used over the longer term, it will ensure investment in the right areas based on measured, focused, repeatable proven patterns of improvement rather than perceived areas of need.

It’s clear that the days of an expensive ‘one size fits all’ approach to employee performance optimization are over. A targeted approach not only reduces cost, it also helps employees to do a better job for customers as well as to continuously improve themselves – key drivers to improving and sustaining employee motivation and engagement. In the contact center, these benefits have the potential to reduce unauthorized absence, attrition, recruitment & training costs, and improve key operational metrics such as first contact resolution (FCR), average handling time (AHT) and productivity.

It’s widely accepted that top performing organizations know who their best performers are and exactly why they perform the way they do. They know how to align performance optimization to individual needs and business goals. Granted, the ability to do this may require an investment in technology, but if that leads to more purchases, higher levels of customer retention, more engaged agents, reduced operational costs, and increased profitability, that’s money well spent.

/Amanda Westwood

Source: http://blog.teleopti.com/2016/11/04/guest-blog-contact-center-skills-focus-investment-improve-customer-service-save-money-2/

Publish Date: November 4, 2016 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

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.

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 Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



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

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1827 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =