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

[HIDE]

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

MEMBER
Nikola Cocovic
Head of Partnerships
73
MEMBER
Heriadhi Waskitho
Quality Auditor
21
EXECUTIVE MEMBER
Adrie Handria
Digital Analyst
64
EXECUTIVE MEMBER
Mezy Fadhila
HSSE Supervisor
80
MEMBER
Joel Jesper Alino
Vice President for Business Development
69
EXECUTIVE MEMBER
Safwan Khatib
Managing Director
138

Article : Global Research Reveals 3 Ways to Make UK Agents More Impactful

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future, to prepare your operation.

According to a recent UK Parliament House of Commons Committee report, the UK’s labour market is currently unusually tight, with more than one million job vacancies across the country. Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. These are trends that apply equally to the world of customer service.

Contact centres around the world face the same major challenges of attracting and keeping the best talent while providing frontline staff with the flexibility and AI-driven tools to do their job. Calabrio’s latest survey reveals that UK contact centres are leading the way in having a hybrid workforce (72%) while the same majority believes remote-working is having a positive impact on the customer experience (CX). Meanwhile, the introduction of AI-driven tech is likely to require more—not fewer—agents in the future with a quarter of UK contact centres expecting AI to require more agents in the next 1-5 years and a further 34% anticipating this figure to rise in 5-10 years’ time.



With that in mind, how do contact centre leaders prepare their frontline teams for future success?

3 Ways to Create Impactful Agents

Follow these essential steps to build a highly effective talent pool and future-proof your contact centre:

  1. Reimagine What Success Means

    What defines success in your contact centre? Do you aim for the fastest contact handling times possible? If so, why? After all, speedy response times are not necessarily the answer if customers feel rushed or don’t receive the personalised service they expect. How about your agents, do they even come into the KPI equation? The truth is they should do because agents are better able to handle challenging customer situations if they feel prepared for any contingency.UK contact centres are a practical bunch. When asked about the most important proficiencies for preparing agents for the future, top of the list was critical thinking skills such as problem-solving and troubleshooting (60%) followed by adaptability and continuous learning (59%). However, only 17% of contact centre managers in the country believe all their agents are currently able to develop these skills. To narrow the gap, aim to place greater emphasis on these new skills, blending them with technical know-how and softer elements such as emotional empathy to create a truly impactful team of agents.

  1. Put Employee Engagement First

    When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. What is more, critical skills such as adaptability, critical thinking and interpersonal communication are the first to suffer. The good news is UK contact centres appear to be on the right track by recognising the importance of agent wellbeing. The majority (88%) rank engagement scores as the top measurement metric of the future ahead of traditional customer-centric measurement criteria including customer effort and wait times/service levels (78%) or NPS (76%). What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers. It automatically balances agent schedules, provides real-time data to evaluate customer service, while giving agents on-demand resources to better support customer requests. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement. Combine surveys with agent self-service and Voice of the Employee (VoE) analytics to empower frontline teams, boost performance and enhance satisfaction now and in the future.

  2. Take a Proactive and Targeted Approach to Training

    Traditional onboarding is no longer enough. Give agents a full range of tools and resources to succeed in a changing environment. After all, almost one third (31%) of UK contact centre managers claim training and skills development are an intrinsic part of an organisation’s strategy to attract and retain agents for future success. Start by training new agents and refresh more experienced team members on work aptitude skills to best meet customer demands. Regular progress monitoring is essential so develop a mechanism to measure the impact of training and employee engagement on productivity. That way, contact centre leaders are able to identify immediate areas for improvement along with the most eligible candidates for advancement quickly and efficiently. Focus on where the need is greatest—small, incremental steps can lead to big changes in a relatively short period of time. Finally, consider deploying the latest automated performance management and coaching solutions to facilitate and accelerate the process.

#contactcenterworld, @Calabrio


About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

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.
  Company Blog   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Call-backs

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

Published: Wednesday, October 25, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Training

 
1.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

Contact Center Design At A Leading International Bank
WATCH

Coming up this Week

Contact Center Design At US BPO
Jul 20
A Refreshing Contact Center!
Jul 21

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5774 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =