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

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Safwan Khatib
Managing Director
132
MEMBER
Candice Roberts
Founder and CEO
130
MEMBER
Aleksandar Sandic
Partnership Manager
24
MEMBER
Nikola Cocovic
Head of Partnerships
72
EXECUTIVE MEMBER
Sri Sumari
GM Health Care Service
58

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 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.
  Company Blog   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Friday, August 23, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
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.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 10705 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5414 
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =