Don’t let technology come between you and exceptional customer service. That’s the message as industry statistics reveal four in every five contact centers are frustrated by technology. Rebecca Philip, Product Knowledge Manager of Teleopti, outlines 5 ways to buck the trend using a winning formula based on WFM.
According to recent research, 79.3% of professionals in the contact center industry are frustrated with their technology. Top of the list is technology that slows them down when searching for contacts (50%) and prevents them from offering clients a personalized experience (43.9%). Other common sources of technology-based frustration in contact centers typically include switching between multiple systems, integrating data from multiple sources and messy desktops.
Ironically, the same survey reveals that over half of contact centers (56.1%) have turned to technology to give customers a more personalized experience. Think how much greater that customer experience could be if technology actually helped rather than hindered the delivery of exceptional customer service at all times?
WFM: the missing link
It’s time to put an end to technology frustration by embracing a methodology that embraces the proven capabilities of today’s Workforce Management (WFM) solutions. Consider the following:
Don’t let technology frustrations hold you back from delivering exceptional customer service. Take another look at workforce management to be proactive and integrated and go from frustrated and frazzled to fabulous in just five steps.
About Rebecca Philp:
Rebecca is Teleopti’s Product Knowledge Manager, based in the Stockholm HQ. Her main responsibility is to make sure that Teleopti’s internal delivery organization has the necessary competence in Teleopti WFM and acts as liaison between the different internal functions within the company regarding product changes and knowledge transfer. Before joining Teleopti, Rebecca had +7 years of experience working in retail banking and this was also where she first came across WFM. Rebecca joined Teleopti in 2015 as a Project Manager/WFM Consultant.
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: Friday, November 8, 2019
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