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Optimizing Labor Day Weekend at Your Contact Center - Verint Monet - ContactCenterWorld.com Blog

Optimizing Labor Day Weekend at Your Contact Center

Labor Day weekend is approaching, and while most people are looking forward to the extra day off, contact centers should be looking ahead to analyze how the holiday will impact call patterns.

You’ll have agents laboring on Labor Day – but will you have enough to meet consumer demand? These four steps should help to answer that question. 

Step One: Collect the Data

If you have a workforce management (WFM) solution, it will be easy to gather reports from past Labor Days to tabulate call volume, call patterns and other key performance indicators. Without a WFM solution, you may need to start now to have any chance of finding those figures by September.

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Step Two: Account for Variances

A holiday is a variance in itself so that will obviously be taken into account, but watch for other issues that might be responsible for lower or higher numbers.

Step Three: Find the Pattern

What if last year, call volume dropped on Friday as more people were preparing to get out of town for the weekend, which also resulted in lower call volumes on Saturday and Sunday. But by Monday, most folks were back home and wrapping up some business matters before the work week resumes. Does that sound like a reasonable outlook for this year, or is there some reason it might change? 

Step Four: Check with Marketing

Has the company announced a new Labor Day sale or promotion? Is there any reason to believe it will result in higher or lower call volume than last year’s sale?

Once you have this information, it will be much easier to calculate staff requirements to meet service goals.

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/optimizing-labor-day-weekend-at-your-contact-center

Publish Date: July 31, 2018


2022 Buyers Guide Automation

 
1.) 
Agara

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.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
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)
 



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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