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Article : 2020: Simple and Smart, Your Best Year Ever for WFM

#contactcenterworld, @Calabrio

Author: Dave Hoekstra, WFM Consultant, Teleopti

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication.

Over the past few months, Calabrio has been inspired by the seismic changes taking place in the industry. We’ve explored how advances in Artificial Intelligence (AI) and analytics are pushing the boundaries for Workforce Management (WFM), transforming the way organizations manage their data to achieve all-round excellence. In this new era of Customer Experience Intelligence, frontline staff are able to go beyond the simple ‘what happened?’ to understanding why customers are contacting them in the first place, pre-empting their preferred communication method and even suggesting new outcomes – all in real-time. What is more, that same intelligence is linked simultaneously to critical workforce data to ensure agents are properly trained, motivated and available at the right time.

Essentially, the world of WFM is shifting up a gear to become Workforce Engagement Management or WEM.

2020: completing the WFM triangle

So what does the future hold for WFM in 2020? While innovations such as Artificial Intelligence and analytics have the power to transform CX, they should be easy to understand and use. The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. Here are three ways to master the art of simple sophistication combined with intelligence.

  1. Keep WFM easy and personalized

As customer experience (CX) continues to take center stage, simplifying customer service for frontline staff and maintaining motivation levels are essential. Give them the technology to organize themselves and delight customers in their own way. The latest self-scheduling and intraday automation solutions enable employees with a greater sense of independence which motivates them to perform as never before. Why not infuse AI into the employee experience by using chatbots that learn from existing WFM data to help people manage their work-life balance? These bots can hold conversational chats to notify staff quickly of potential time off or overtime and to approve holiday requests to provide an easy balance between agent freedom and productivity.

The same easy and personalized approach also benefits team leaders and planners. At a glance, managers can use ‘actionable intelligence’ to know who is most often late to work or likes to leave early, to then build efficient shifts and schedules that boost staff engagement and performance. Reduced manual planning gives managers the freedom to focus on higher-level tasks and CX objectives. Finally, be creative! Why not consider incorporating personal gadgets like FitBits into the WFM process to remind staff when to go for a break or leave for a doctor’s appointment?

  1. Introduce smarter processes

What happens behind the scenes is just as important as customer conversations. Optimize complex processes using the latest Intelligent Adherence solutions that automatically identify scheduling patterns and suggest suitable actions. The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels. Then, introduce desktop and process analytics to release the full potential of your customer-facing employees. Are clunky or inconsistent IT processes slowing down CX? Is technology including CRM system issues holding people back? Find out fast with effective desktop and process analytics and then switch to smarter technology and processes.

  1. Wrap it all up with predictive analytics

Transform your contact center with analytics that leverages AI-driven machine learning. In 2020 analytics will make customer journeys smoother by alleviating contact center pain points and anticipating a customer’s future needs. By turning data into information and then into ‘actionable intelligence’, organizations can use machine learning to improve their net promoter score (NPS). It swiftly analyzes the positive/negative/neutral sentiment of customer interactions, valuable intelligence that can be used to pre-empt and predict future patterns and outcomes. So, if 75 people out of 123 score 10/10, rather than hope for the best, managers could simply use the results of machine learning to predict the results of a larger sample to identify required changes.

It’s time for contact centers to utilize the predictive powers of analytics and machine-learning to enjoy a series of tangible CX benefits from increased first call resolution and NPS scores to effective employee engagement and reduced customer attrition rates.

#contactcenterworld, @Calabrio





About Dave Hoekstra:
Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service.

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - The Initial Meeting

Read today's tip or listen to it on podcast.

Published: Wednesday, January 8, 2020

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2020 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333

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