Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management
For today’s team leaders, every minute counts. Shifting business requirements and changing customer habits mean it is vital for managers to have full visibility of their contact centre operations along with the power to adapt agent schedules, at speed, whenever the need arises. Likewise, flexibility in terms of work life balance is important for customer service agents therefore, options such as home-working are becoming increasingly popular.
In modern workforce management (WFM) solutions, integrated web-based scheduling and resource planning enables managers, team leaders and their agents to connect in real-time. Previously sold as add-on modules, the latest action-based web tools are finally coming into their own as an all inclusive part of any self-respecting WFM package. Designed to perform on a range of modern browsers, they encourage collaboration and promote visibility and transparency, a perfect line of sight, for both managers and agents.
Top three benefits of collaboration web-based tools
Bringing agility to the contact centre is a top priority for many contact centre managers. By maximising the functionality of the latest web-based resource planning and scheduling tools, team leaders are guaranteed a wealth of benefits operationally, culturally and commercially. Here are three very good reasons to make them a critical and strategic part of your contact centre strategy:
Always in control – the latest WFM technology offers instantaneous support that puts team leaders and resource planners in control of their contact centre operations at all times and even across different time zones. They can access team schedules and modify them to accommodate seasonal peaks and troughs or unplanned changes in a fast changing environment. Managers are able to compare actual agent status with their schedules and against contracted hours to make informed decisions and necessary improvements quickly.
Furthermore, with access to a wealth of historic data and advanced reporting functionality it becomes possible to speedily predict, create and search future schedules. This will ensure contact centres are well prepared in advance with enough coverage and the right-skilled agents in place to deliver an exceptional multi-channel customer experience at all times.
Intelligent grouping – Incorporating powerful search functionality, web-based tools allow team leaders to group agents cross-company by multiple criteria, such as skills or location. For example, a resource planner could search for agents with a specific language skill across their entire network of offices around the world.Flexible feature sets, such as grouping, performance reviews and the ability to modify schedules, allow team leaders to resolve issues more quickly and make rapid, informed decisions about necessary improvements.
Collaboration all the way – Advanced search, sort and editing functionality gives the entire operations team a clear and accurate overview of expected agent activities at all times and enables team leaders to change shift times and allow swaps in line with agent requests as well as business needs. Make collaboration your contact centre motto – intraday activities, requests and people can all be managed and shared at the click of a mouse in one single, integrated package.
Finally, prepare to create a winning front-line team. When every minute counts, a web-based tool makes it possible to track schedule adherence, monitor individual and team performance (to identify training gaps), set up performance reviews and relevant coaching sessions, all in real-time and without leaving your desk.
Don’t just take our word for it
Take a look at what one of Teleopti’s customers has achieved. Rentalcars.com, the world’s biggest online car rental service, manages 800 sales and customer service advisors to handle over 7.5 million car rentals around the world, every year. The company’s Teleopti solution has been instrumental in ‘looking after people’, in their own words, a top priority for Rentalcars.com. By centralising resource planning, leaders and advisors have a good line of sight of their own and their colleagues’ activities wherever they are. Take a look at the full video Rentalcars.com story here.
Never underestimate the power of web-based technology. The latest collaborative ways of working enable modern team leaders to keep tabs on their contact centre and keep staff motivated and happy. The result? Increased efficiencies in time and costs, unrivalled service quality, loyal customers and a healthy corporate performance – what are you waiting for?
Publish Date: October 28, 2016 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.
PH: +1 888-946-6878
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.
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PH: +1 (512) 333 4634
|3.)||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.
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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-...
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.
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.
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...
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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.
|13.)||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.
PH: +40 722 744 417
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
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*Descriptive Monitoring Activity Dashboard
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VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
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Analysis that empowers your business
Get actionable insights from all your customer interactions
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
PH: +44 1279 555 580
|20.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.
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