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Helping Agents Buy Into Workforce Optimization - Verint Monet - ContactCenterWorld.com Blog

Helping Agents Buy Into Workforce Optimization

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.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

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.

1. Ask first

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.

2. Make sure you buy the right solution

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.

3. Patience

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

Source: http://www.monetsoftware.com/blog/Workforce-Optimization/post/helping-agents-buy-into-workforce-optimization

Publish Date: October 1, 2018


2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018
Cut Every Customer Call By One MinuteOctober 1, 2018
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018
Comfort Pets at Contact Centers? Why Not?October 1, 2018
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018
The “Now You Knows” of Speech AnalyticsAugust 29, 2018
Can Contact Center Agents Replace In-Store Employees?August 29, 2018
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018

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