Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Article : 5 Reasons for Intraday Scheduling in Contact Centers

#contactcenterworld, @Calabrio

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Here are 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time.

Intraday Management? Real-Time Management? Call it what you will. It is essentially the same thing by using automation to rebalance the workload and achieve customer service expectations while mopping-up agent idle time in one go. It’s a real game-changer for contact centers everywhere. At least, it would be if more people used it! The reality is that 70% of contact centers continue to adjust their intraday Workforce Management (WFM) processes manually while one in four of them admit to measuring forecast accuracy at half-hour intervals.

In our highly digitalized world, it appears that too many organizations are failing to take advantage of automated technology. Fortunately, the latest WFM solutions with real-time management capabilities embedded in their DNA introduce an element of calm by dealing with the unexpected, averting crises and maximizing agent time.

5 Ways to real-time management and real-time success

Good for employees, managers and the overall business, real-time management holds five keys to success:

  1. Protect service levels – real-time management can automatically find the right-skilled, available people to close service gaps in priority queues and reschedule the workforce during the day. Unplanned changes in customer demand and last-minute agent absences can be overcome by rescheduling break times, lunches and moving people between different skills groups in a matter of minutes. These changes might only be small but they can make all the difference between meeting service levels during peak periods and losing valuable calls and customers, forever.

  2. Maximize staff time to boost CX – with the ability to build flexible, efficient schedules, where quiet time is included for administrative tasks, along with the necessary ‘travel’ time between desk and training sessions, allows agents to spend quality time with customers. Keep agents on their toes using real-time technology to nudge those who are late back from meetings or breaks via an App on their mobile devices.

  3. Enjoy year-on-year performance gains - by anticipating when staff won’t be needed and releasing them for off-phone work or training to maximize contact center efficiencies and costs. Using technology such as intraday automation can increase company profitability where used, compared to non-adopters.

  4. Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiet times.

  5. Create high-performing managers – automation frees up management time by eliminating the need for time-intensive analysis of performance data. A valuable business continuity tool, real-time management provides managers with all the dynamic data they need to prepare for the unexpected. Superior graphical reporting makes it easy to spot developing trends as they happen and to facilitate fast re-forecasting or last-minute optimization. Finally, running a series of ‘what if’ scenarios can predict staffing needs for regular seasonal fluctuations like Christmas, upcoming new marketing campaigns and even help right-size the contact center to support your organization’s long-term business and expansion programs.

Welcome to the future of bots

The latest Chatbots using Artificial Intelligence (AI), are reinventing WFM and intraday planning. They are rather like having your own WFM concierge, handling all processes related to schedule requests and offering intraday automation with AI-optimized employee self-service. The ability to analyze current staffing alongside employees’ unique skills, schedules and preferences enable chat notifications to offer voluntary time off or overtime hours as appropriate. Using natural language processing, agents can interact with AI Chatbots and let them know if they wish to accept the schedule options. If they do, the bot simply submits the schedule request for them. AI Chatbots really are the next generation of flexible intraday planning solutions that eliminate exhaustive manual monitoring and boost all-round success.

#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.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - User Queue Choice

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

Published: Friday, August 23, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =