When operations wants one thing and agents want another the atmosphere can become tense. Working as a team and adopting several Workforce Management (WFM) practices can bring a meeting of minds in contact centers
The term ‘contact center’ can still conjure up the vision of a massive open-plan office where people are packed like battery hens with their headsets on answering routine questions, a perception that is, quite rightly, becoming increasingly outdated. As more organizations adopt a customer-first approach to doing business, the role of agents, the frontline to customer and organizational profitability, is changing along with their expectations. The newest entrants into the workforce may appear to want it all, i.e. independence in a collaborative environment and the latest technology combined with face-time and career progression without the need for job-hopping. All this can lead to a tug of war especially when operations wants one thing and agents want another, a situation that is bad for the contact center and bad for business.
Three top tips to turn a Tug of War into a Meeting of Minds
Agents may well be the gateway to customers but they are also a great source of information from an operational point of view. Contact center leaders should take note to achieve a true meeting of minds that combines business needs with employee engagement. Here are three ways to help steer you in the right direction:
Let technology take care of the rest
The introduction of new technology can be threatening to users but WFM should be viewed as a powerful tool that enables collaborative thinking, working and results. Rather than seen as a controlling "big brother" phenomenon, make technology a part of the Meeting of Minds! Here are five ways to use WFM to:
Just be sure to develop a portfolio of different learning styles, a mixture of traditional in-classroom training and online or virtual sessions, to meet the needs of a multi-generational team. Today’s Snapchat generation appreciate a mix of technology and face-to-face contact so consider exploiting different chat apps such as, WhatsApp, and Messenger to appeal to this highly visual and growing sector of the workforce.
With just a few simple tweaks and modern WFM practices, turn any potential tug of war into a meeting of minds in your contact center - to everyone’s benefit.
About Karim Chabane:
Karim Chabane recently moved to Toronto, Canada where he is working as both WFM Consultant/Project Manager and Pre-Sales Engineer. Starting his Teleopti career in 2015 at the HQ in Sweden, Karim has experience in implementing Teleopti WFM in different business cultures and sizes of contact center across Europe and North America.
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: Wednesday, October 24, 2018
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