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Article : Empower Your Workforce with a Smarter Approach to WEM

#contactcenterworld, @Calabrio

Author: Magnus Geverts, VP Product Marketing & Management, Calabrio

Now is the time for organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, here are three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment - whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also changing.

Cloud-based communications systems offer far more flexibility than traditional on-premises solutions. Agility is the name of the game and the ability to implement remote working and scale up and down with a highly available platform means it is the perfect time to transition to the cloud.

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. In order to achieve this a truly integrated cloud-based platform is required. Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard.

If agents are given the right data, framework and tools to do their job, they grow in confidence - and working from home quickly turns into work from anywhere. They become free agents with the power to transform the customer experience (CX).

3 ways to empower employees with a little help from the cloud

Success begins with a smarter approach to Workforce Engagement Management (WEM). Using integrated cloud-based technology promotes agent autonomy, facilitates flexible scheduling and forecasting, and boosts business agility, all in one go. Here are three ways to get started:

  1. Enable your teams, wherever and whenever – encourage employee autonomy by giving frontline staff the right tools to do their job. This puts them in control of a tricky WFH environment where customer and domestic commitments often vie for attention. Empower home-based agents with comprehensive self-service capabilities, including the ability to trade shifts, book time off and obtain overtime slots via a mobile app or secure staff portal. The cloud allows the use of intelligent automation to create a self-regulating contact centre. Virtual assistants can help to connect and enable remote teams by continuously seeking and offering new schedule opportunities, therefore freeing up time for busy planners.

  2. Boost business agility - with valuable intelligence. Giving supervisors predictive analytics and powerful reporting enables improved planning, performance and wider workforce engagement. The latest analytics tools help contact centre leaders understand the "why" behind the "what" of operations to improve agent and customer experience. Beyond that, combining WEM, quality management and analytics helps further analyse operational issues, identify root causes and drive meaningful changes to the business.

    Indeed, contact centre operations need to be more connected than ever before. Team leaders can rely on the sophisticated data collection capabilities of today’s WEM solutions to create a single view of customer interaction data from inside and outside of the contact centre. When linked to critical cloud-based solutions such as ACD, CRM, HR Management and ERP systems, WEM helps to effortlessly track performance, facilitate employee gamification and support faster decision-making.

  3. Understand the power of forecasts and robust scheduling – to plan for any eventuality in a world where there is greater demand for flexi-shifts. Today’s WEM solutions are optimised for effective employee engagement and staff planning. New cloud-based WEM solutions offer agile scheduling and forecasting functionality that serves the complexities of today’s multi-skill, omni-channel contact centre environment. Use the latest cloud solutions to accommodate change and create schedules and forecasts that show you listen to and care for your employees. Aim to take into account staff preferences while meeting important customer SLAs. WEM technology is equally effective for short and longer-term planning while allowing real-time changes to be made, on-the-day, as business evolves.

#contactcenterworld, @Calabrio


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoCalabrio, 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.
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Today's Tip of the Day - Keep Customers Informed

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

Published: Friday, February 26, 2021

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2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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