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Article : How To Win Friends and Influence People With Workforce Management

#contactcenterworld, @Calabrio

Nick Smith

Teleopti, Business Manager, Uk & Ireland

Constant change and the viral power of social media demand new levels of adaptability from organizations today. Companies can gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation.

Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just some of the challenges facing business leaders today and they need to master them all to succeed. How do senior executives motivate employees during times of tremendous change? How do they inspire their teams to find new ways to win new business and delight existing customers? How do they galvanize customer service teams to manage social media interactions positively and in real-time?

In Teleopti’s experience, organizations should focus on three distinct but interconnected areas. The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data.

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WFM: turn challenges into opportunities

It’s time to win friends and influence people, here are three ways to get started:

  1. Turn traditional thinking on its head including:
  • Change the leadership culture – good leaders instinctively know how to inspire their workforce and reward their efforts. They are committed to making engagement not just something that’s talked about but an intrinsic part of what it means to be a successful company.

  • Keep talking – communicate corporate goals and demonstrate how individuals can contribute strategically to those goals so they are inspired to use their initiative and find creative solutions to customer issues. Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers.

  • Involve and empower – to drive positive customer experience (CX) and business success. Involve your people in decision-making around new processes and technology. Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments.

  1. Turn customer journeys into business journeys

Building an organization that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy.

However, many organizations view the customer care department as a drain on resources and risk alienating customers during the constant drive to save time and money. Move away from reactive cost-saving to proactive profit-making. Invest in the right people and set aside budgets for training staff to deal with social media, for example, so they are confident and prepared to counteract any negative viral publicity.

  1. Harness the power of digitalization

Despite automating important business processes and providing a single line of sight across the organization, digitalization has also created a world of non-stop data that can induce a state of paralysis – bad for employees, customers and the business.

  • Take away the fear using WFM to build an insight-infused data strategy – data analytics and "power of thought" reporting provides business leaders with a great opportunity to process their data through WFM software and turn that data into valuable intelligence. Maximize it to make informed, proactive decisions that shape the customer and employee experience, foster continuous improvement and innovation and minimize organizational and reputational risk.

  • Create digital pathways that ease employee and customer effort – WFM connects with customer relationship management (CRM) systems and data sources such as Chat, email and voice to allow customer service teams to deliver meaningful, personalized customer conversations.

  • Mitigate risk and protect the corporate brand – with access to real-time and historical data. Avoid heavy financial penalties that damage corporate reputations and diminish customer loyalty. WFM technology dynamically tracks and provides a reliable audit trail of an organization’s compliance against important workplace legislation and industry regulations such as General Data Protection Regulation (GDPR) and Payment Card Industry Data Protection Standards (PCI DSS).

#contactcenterworld, @Calabrio





About Nick Smith:
Nick Smith is Business Manager, UK & Ireland at Teleopti. His previous role at Teleopti was as Global Head of Pre-sales support.

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - Know Yourself Before You Look At Your Competitors

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

Published: Wednesday, September 25, 2019

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2020 Buyers Guide Training


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)
PH: 204-975-6468

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158


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
PH: 0217991445

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960

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