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Article : 3 Ways to Embrace the Evolving World of Remote Work

#contactcenterworld, @Calabrio

Author: Magnus Geverts of Calabrio

Contact centres should look to the cloud for inspiration when supporting their home-working agents. Here is how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions.

COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. When Calabrio interviewed over 300 contact centre professionals to gain a better understanding of the impacts of the pandemic on customer service organisations, the overall message was clear - there is no going back to business as usual. Before Coronavirus, 1 in 3 contact centres had at least 50% of their agents working remotely. Compare this with the situation since lockdown. Today, in 9 out of 10 contact centres the majority of agents work remotely, a trend that is unlikely to be reversed. In fact, an astonishing 85% of employers plan to continue flexible hours as they enjoy the benefits of greater employee satisfaction along with higher productivity, service flexibility, more available agent hours and cost savings

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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

Statistics reveal regional differences in contact centre dynamics

Dig deeper into the differences between the UK and the US and the results are both interesting and a little surprising. Despite a global increase in remote working, 73% of UK contact centres have moved three-quarters of their agents to work remotely compared with only 59% of US contact centres moving just over half of their agents to remote places. At the same time, managers in the UK report fewer significant changes and challenges than their US peers. Plus, US managers voice concerns over lower agent happiness with remote working.

Be prepared, take to the cloud

So why have UK contact centres responded more quickly and effectively to remote working? The biggest clue to preparedness lies in the cloud. While the percentage of already fully-cloud-based contact centres are similar in the UK and US, UK contact centres are more rapidly deploying additional cloud-based software, giving them a distinct advantage from the outset. It’s a sentiment shared by UK analyst ContactBabel in its 2020 report on Cloud-based contact centre solutions which states a sharp rise in the number of home-based agents in the UK is "driven entirely by the cloud." Interestingly, despite a marked increase in remote working States-side, the situation there is predicted to be short-term with "an expected pull-back to a centralized environment", perhaps indicating a greater cultural difference between the two regions than at first apparent.

Three ways to embrace the evolving world of work - wherever you are

At Calabrio, we see a definite shift towards giving agents the ‘right tools and tech’ to do their job as they are forced to deepen their capacity for self-management, problem-solving, independent technology set-up and greater security awareness - all essential skills for thriving in a remote environment. Ninety-five percent of contact centres are continuing to invest or increase their investment in remote working solutions and this is where the cloud, especially when integrated with the latest Workforce Engagement Management (WEM) solutions - comes into its own to:

  1. Enable seamless workforce flexibility - deploying a cloud-based platform allows contact centres to maximise their full capabilities while giving agents and supervisors the same, seamless user experience, wherever they are. Agents get the shifts they need to combine home and work life and they can even learn new skills instead of wasting hours commuting to and from their workplace. Meanwhile, supervisors have the opportunity to get creative with scheduling, introducing new types of shifts such as micro-shifts, to respond quickly and efficiently to increased or fluctuating customer demand.

  2. Deliver relevant insights across the contact centre and the business - the unique structure of modern cloud-based contact centre solutions blends comprehensive, omnichannel Voice of the Customer (VOC) capture with the ability to integrate virtually any data stream from across the organisation. What is more, the unlimited computing power of cloud-based solutions drives analytics engines that turn contact centre data into powerful business intelligence. This helps contact centres to improve the customer experience by highlighting and addressing critical pain points and anticipating future customer needs.

  3. Enhance agent engagement and performance - the same analytics capabilities enable cloud-based solutions to deliver machine learning or AI driven, predictive evaluations for 100% of interactions. This creates a broad and deep foundation for more accurate, more complete Quality Management (QM) metrics that deliver near real-time feedback to agents while strengthening their ability to enhance customer experience.

#contactcenterworld, @Calabrio


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Speech Recognition

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

Published: Friday, August 28, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
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 Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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