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 MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

What does ‘uberization’ mean for today’s contact center? - Calabrio - ContactCenterWorld.com Blog

What does ‘uberization’ mean for today’s contact center?

Magnus Geverts at Teleopti explains how to turn ‘uberization’ to your advantage using the latest WFM technology to motivate staff and keep customers happy

The term ‘uberisation’ is fast becoming part of modern language and comes from Uber, a ride sharing app enabled by GPS and mobile technology that has taken the international transportation industry by storm.  Uber owns no cars but is already the world’s largest taxi firm and the concept is catching on with AirBNB, an online accommodation market place which owns no hotel rooms, and Alibaba, an international trade site that carries no stock.

So what does this all mean?

Well, according to learning experts Lumesse, ‘uberization’ is “pushing flexibility up the agenda” with research indicating that “70% of the working population in the UK will be mobile, flexible workers by 2020.”  Today, people want to work their own hours, choose where they work and do so without the restrictions of formal direct supervision in a traditional office setting.

Nothing new but the world of work is finally waking up!
Interestingly, the concept of uberization is nothing new.  Many, smaller service companies have long taken a virtual approach to running their businesses, with people working from home, using technology to connect with each other and relying on a serviced office for the occasional client meeting.  Even the independent contractor model adopted by larger companies to increase their agility has been around for years and could be considered a form of uberization.

So why now?
Through a culmination of thought and circumstance coming together, the concept of a virtual workforce or ‘uberization’ is becoming real.  Original suspicions around home-working where managers dreaded losing control, or feared their staff would become a team of slackers, have largely disappeared.  The popularity of mobile devices and advancements in security make flexible working far more reliable.  Add to this the opportunity to cut costs and remote working make the perfect business case for CFOs looking to get as much value as possible into their tight budgets.

The future is here
Imagine having a pool of people who work for different contact centers at different times and sell their services to the highest bidder,  choosing who they work for and when?  Sounds scary, doesn’t it, but just think of the benefits from a business perspective.

As a contact center leader, wouldn’t you want agents who are available when you need them?   Suppose you had the power to tap into a global sea of talent that might exist in the far-flung reaches of the world, collaborating in worldwide virtual teams?  The right resources in an instant, at the right time and at the right cost!

Putting a price on agent engagement
Contact centers are no longer the modern equivalent of a place for blue color workers.  Agents now have specialist knowledge and valuable customer service and technology skills they can trade.  They know their worth, are dictating their terms and can name their price.

At a recent Teleopti customer conference in the US several speakers made the point that contact centers are no longer the occupation of choice for students putting themselves through college.  Not so long ago the options were either a burger bar or a contact center.  Now, with the growth of online businesses needing delivery drivers, packers and warehouse staff and of course Uber, the choices for part-time and evening work have increased.

Add to the mix the trend for more routine tasks in contact centers dealt with via automation, including tried and tested Interactive Voice Response (IVR) as well arise in Artificial Intelligence (AI) and Chatbots there is a stronger case for this new way of working. Only the most complicated tasks will be handled by highly skilled but flexible humans – making agent engagement more important than ever before.

Technology to the rescue
Fortunately, help is hand.  Take advantage of the latest Workforce Management (WFM) solutions to enable:

  • Easy access, anytime, anywhere – agents quickly log into the system 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.  The younger generation, in particular, will value using their smart phones to access the system and change their working patterns day-by-day, week-by-week
  • Self Service – agents simply click and choose when they want to work.  Managers might not be able to accommodate every request but agents will receive an instant response, every time!
  • Intelligent resourcing – at the click of a mouse and using historical data, planners can accurately predict how many agents they will need, the skills they require and pick and choose the right team from their virtual pool of talent.  They can even support short shifts or split shifts, something that isn’t always possible in a traditional contact center employing a set number of people at set times of the day
  • Notifications – need extra agents at the last moment? Simply issue email or SMS notifications to people with the right skills to find out if they can work at short notice and so plug in any gaps
  • Adherence – no employees? No problem!  Managers can keep in control of their virtual contact center environment and monitor agent adherence wherever they may be.

There is a growing belief that agents with a greater say in how they work demonstrate higher performance levels that impact positively on customer satisfaction.  But be careful to choose the right virtual agents, find ways to keep them connected and train them extensively.  Finally, support them with WFM technology to make your transition to the world of ‘uberization’ a smooth and successful one.

Source: http://blog.teleopti.com/2016/12/16/what-does-uberisation-mean-for-todays-contact-center/

Publish Date: December 16, 2016 5:00 AM


2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



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

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 128 

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 =