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:
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.
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.
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.
Calabrio 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.
Published: Wednesday, September 25, 2019
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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.
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Learning & Development
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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.
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