Author: Ross Daniels, Chief Marketing Officer, Calabrio
In my last two blogs, I introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, I shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, I discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.
Three ways to turn theory into practice
In a world of remote and hybrid work, traditional ‘walking the floor’ to spot problems and resolve issues is not an ideal option. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification. Fortunately, the latest advancements in WEM have simplicity built into their DNA. The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs.
Here’s how you can use technology to turn simplification theory into practice:
Keep it easy, personalised and smart – it is important to recognise that simplification applies equally to those running the show for example operations managers, supervisors and resource planners, as well as customers and advisers. To build simplicity in ways to satisfy all stakeholders adopt technology and processes that are:
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By predicting peaks and troughs in contact centre demand and handling multichannel interactions in terms of planning, the best technology provides a 360° view of all types of data and interactions regardless of where they happened. It then captures and translates this information into a single source of the truth, creating a truly omnichannel contact centre to deliver an exceptional customer experience.
Aim for all-round intelligence – the next step towards simplicity lies in capturing data from inside and outside the contact centre. Then applying it intelligently in three key areas – customer, employee and digital intelligence.
The latest WEM solutions offer advanced reporting and enterprise customer experience intelligence (CXI) to provide complete visibility of contact centre operations and ensure organisations have the right data to understand customers, aid decision-making and make meaningful changes to services and products. Behind the scenes, sophisticated desktop analytics deliver vital digital intelligence by unearthing any slow or badly designed applications, systems and processes that make advisers’ lives harder than they need to be.
It’s time to turn theory into practice and add simplicity to your contact centre.
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Monday, November 8, 2021
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