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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 LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Friday, February 26, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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