Logically, if you bring someone a solution that will make it easier for that person to do his or her job, you’d expect that solution to be gladly received.
But the real world (and that includes contact centers) doesn’t always run on logic.
We are creatures of habit. We learn a certain way to do things and once we’ve done so we are resistant to efforts to change those procedures.
That is why introducing a workforce optimization (WFO) solution into a contact center must be done with care. Yes, it will improve efficiency all around. Yes, it will shorten customer calls and deliver more accurate forecasts and schedules. But managers and agents used to “the old system” may not be eager to break old routines.
Here are some ideas to help ease the transition.
No, you don’t need everyone’s permission. But what’s great about WFO is how it addresses all of the most common issues contact centers face. So why not call a meeting and ask, “If you could change something about how we do business, what would it be?” Outside of “better salaries” and “more candy bars in the break room,” most of the common issues cited would be improved by workforce optimization. Then, when the system is rolled out, your team will feel like they played a role in the decision and will be more willing to give it a chance.
All WFO systems are not created equal. If you give the wrong system a big build-up and then it doesn’t deliver, it’s only going to make it more difficult the next time changes are made. Choose wisely. Start by asking us about next-generation WFO.
The learning curve on Monet WFO is shorter than with other workforce optimization solutions, because of our intuitive dashboards and other timesaving features. But it will take a workforce time to absorb the training, ask questions and become acclimated to a new system. In the days and weeks to come, ask them their opinions on how the technology is working to ensure that they stay engaged in the process and excited about their progress.
Ready to learn more about next-gen WFO? Here is the place to do so
Find out how one company improved service levels, reduced customer wait time and saved more than $25,000 after installing Monet WFO
Publish Date: October 1, 2018 5:00 AM
"Service Excellence" Customer Service Training
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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
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|4.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
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|5.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
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|7.)||OMNI HR Consulting (Pty) Ltd|
Human Capital & Organisational Development
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|8.)||Orion Learning Services Inc.|
Learning & Development
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Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
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Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
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