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Article : Always Room for Improvement!

There’s the old adage that no matter how good you think you are, someone out there is still better. This not only applies to the individual but the business community as well. To stay competitive, contact centers must continually find ways to improve service and work conditions. What other areas still need improvement? Find out here!

Hennie Lange
Operations Manager
Sanlam
South Africa

"The industry needs to understand that you cannot be everything to everybody. Every business will have to set itself clear strategies and build its customer service offering around it. Business should stop chasing best practice standards for the sake of it and should have the strength of conviction to settle for standards that makes sense for the particular business ito its service offering and its market.

The indurstry needs to take action in developing better job specific training and development programmes for all roles, but it is particularly lacking at supervisor & management level. The industry needs to stop chasing after new technologies as mere cost cutting opportunities and needs to improve its client listening strategies. New technologies should only be adopted if that is what clients want. The industry needs to develop a more systemic holistic mentality in designing service strategies and processes. Too many channels and automated services exist that is not aligned to the documented service offering and client expectations."

About Sanlam

Sanlam was established in 1918 and is a leading financial services group in South Africa. It demutualised in 1998 and is listed on the JSE Securities Exchange in Johannesburg and on the Namibian Stock... (read more)
 
Robert Hill
Team Leader
Queensland Police Service
Australia

"Better take up by centres of emerging technology. Better PR to customers to get over the stigma of doing business with call centres, and more focus on self service via web, IVR, etc."

About Queensland Police Service

The Queensland Police Service (QPS) is the law enforcement agency responsible for policing the Australian state of Queensland. In 1990, the Queensland Police Force was officially renamed the Queenslan... (read more)
 
Ken Persson
Cofounder
Nordic Homesourcing AB
Sweden

"Still email and especially web sites which offer in many cases, worse customer experience than phone. Many companies need to align the service goals for customers contacting them through the web with the level of service given by phone. One problem is the ownership of the web, customer service organisation is not in control over the web to the extent needed."

 
Carmel Geaney
Team Leader
ESB
Ireland

"I think one of the biggest challenges facing the contact centre business is marrying customer expectations with cost effectiveness in using improved technology to replace live agents. Customers demand instant response but not by a system. The systems are good but they will never replace the live contact. Another challenge is the growing use of other channels of contact such as email, chat etc. Again customers still expect instant response. Of course the type of business has an impact, as a premier utility company our customer base is domestic customers including the elderly who still prefer to speak to a "live agent" and we can only slowly divert the very simple queries through our IVR system freeing up the agents for the more complex queries and handling the email queries. We have to be very mindful of the negative impact of any media attention a complaint from an elderly or underprivileged customer could do to our Brand which over the years is highly respected but is now part of a competitive regulated market."

About ESB

The Electricity Supply Board, known for short as the ESB, is a state owned electricity company in Ireland. While historically a monopoly, the ESB now operates as a commercial semi-state concern in a l... (read more)
 
Chiaki Hishinuma
Professor Emeritus
Tokyo University of Technology
Japan

"Agent recruiting and training."

About Tokyo University of Technology

Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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

Related Editorial

Published: Wednesday, July 22, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
13.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 

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