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

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

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

Rippeon Fong
Programs Specialist
1479
Ety Baita Rahmah
Contact Center Manager
330
Chai Domingo
Director, Contact Center
339
Samara Johansson
Marketing Manager
46

Article : Cry Of The Call Center Agent

#contactcenterworld, @conduent

Peter Mburu, Client Services Manager with Conduent, writes an empassioned article that upper management and agents need to read. It's a plea to those higher up in the command chain while an empowering message to those who are the customer-facing representatives of your company.

As companies bounce back from the economic recession and aim to increase their revenue and profit base; while monitoring and decreasing spending, outsourcing of the HR business function has become the Norm. The "smart move" that changed corporate America. Leading to the rise of consulting and outsourcing companies offering a comprehensive or a segment of the HR functions. A new gold rush, every CEO running to partake and lace their pockets green with the Benjamin’s from the savory pie.

But the real question is, who is responsible at ensuring the company’s presence and standing is sustained and continues the upstream growth? Who is on the front-line, standing vigil on the wall, ensuring the continuous flow of profits to the stakeholders? Who finds themselves always pushed to the wall, underpaid and denied the opportunity to ascend through the ranks? Who is the forgotten jewel? … the call center agent.



It might be wise to dig deep to the abyss and find out the origin of the call center rep; and why he or she found himself working at the bottom level of the ladder. The high school graduate who lacked advantages in life to afford a college education. Remember the economic recession? The displaced workers, who are now over-qualified or previously highly compensated for today’s low-labor market? Remember all the millennials who after going through a 4-year college education, flooded the workforce, seeking an opportunity at working in the real world? …. Ah, you get the point.

So, what is the call center agents cry? Why is it crucial and detrimental to pay an ear, to integrate and assimilate long overdue improvements and changes now? Consider this: Being at the front-line and bearing the power to catapult the company to the apex or lay the wreath to doom, it is a no-brainer as to what every company should do to appease and appeal to the agents. Kaizen theory – First improve quality of the people, then quality of work. How do you satisfy the agents cries? Bookmark compensation structures within the industries and ensure they are highly compensated for the important and vital role they perform in the organization. Equipment and provision of the latest technology, better training and industry related tools to aid agents in the performance of their duties. Create opportunities for the agents to cross-train in other departmental roles. Disseminate the corporate glass ceiling and promote qualified agents to visible positions within the company, based on their competencies and experience; rather than based on the currently held position and compensation bracket. Surprised will you be, at the silo and quality of diverse competencies possessed. Remember, some of the staff held high level jobs before the economic depression struck.

To the CEO’s and the Bosses keen on enforcing Skinner’s theory of motivation, micro-management, top-down management practices and underpayment of the hardworking agents; a key term you need to embrace is: Survival. Ensuring rent is paid and bacon on the table, is the only reason your agents are shackled in their cubicles daily. Working to make a living, but not to make the company. Failure to act upon this desperate cry, will only lead to career withering of call center agents and productivity to the company as whole. Artificial intelligence (the so expected culprit that will end the call center workforce), Is this going to be the solution to companies that choose not to heed to the agents cry? A machine or software will never perform the work of a human efficiently, especially a job that requires empathy, quick and efficient judgement as well as human intelligence. Choose to be a leader and not a Boss. Happily employed agents ensure the company and the clients, reap the glorious harvest of their labor.


Dear Call Center Agent,

Hold fast to your calling, keep the burner of excellence and unwavering commitment burning strong. Life always has a way of restoring and empowering us all. Set forth your eyes on high and envision those who walked this road before you... 27 years in prison, Nelson Mandela became the president of a Nation, Ursula Burns rose from the corporate burrows to lead a Fortune 500 company. One of these fine days, the economic tide will change in your favor.

#contactcenterworld, @conduent


About p g:
Progressive HR professional skilled at Employee Benefits Outsourcing, Operations and Management.

About Conduent:
Company LogoProvider of multi-channel knowledge management, care automation and analytics.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - What Are The Business Benefits?

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

Published: Monday, July 10, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
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.

3.) 
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!
PH: 2816165711

4.) 
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.
PH: +1-773-325-0608

5.) 
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.
PH: 96386615

6.) 
Noble Systems

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.
PH: +61 (0) 3.9008.1700

7.) 
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)
PH: 1+480-435-9390

8.) 
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.

9.) 
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.
PH: 0217991445

10.) 
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.
 

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =