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:
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.
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: Friday, February 26, 2021
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