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:
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.
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.
Calabrio 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.
Published: Friday, August 23, 2019
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