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
....NOTE - content continues below this message
INVITATIONWe invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
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:
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.
Calabrio, 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.
Published: Friday, August 28, 2020
|1.)||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.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...