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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.

....NOTE - content continues below this message


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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

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....CONTENT CONTINUED BELOW

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 LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Pre-Employment Testing

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

Published: Friday, August 23, 2019

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2022 Buyers Guide Automated Call Distributors

 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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.

3.) 
voiptime

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...
(read more)
 

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