Omni-Agents – Fact or Fiction
Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents.
Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and effortless experience, every time, whatever the device or communications channel. On the one hand, this has put increasing pressure on contact center agents to be experts in everything – verbal communication, a linguist, gifted email writer, snappy Tweeter and vibrant video agent. On the other hand, managers have welcomed the whole concept of multi-skilling as a cure-all for today’s epidemic of ‘do more with less’ culture, allowing them to deliver greater workforce flexibility, maximize agent skills and lower staffing costs all in one go.
It might come as a surprise to discover that the latest research from Call Centre Helper reveals an actual decline in the number of contact centres multi-skilling their advisors, dropping from 90.5% in 2015, to 80.4% in 2017. Therefore, the big question is - in asking agents to do it all and contact centers to have it all, are we searching for the impossible?
Are we expecting too much of our agents?
Of course, today’s technology makes it possible to schedule agents for both blended and dedicated contact centre environments. However, if you then expect agents to provide the same excellent service across all channels, you’ll likely encounter some challenges:
Top Three Tips for Scheduling Multi-Skilled Agents
Whether you choose a blended or dedicated contact center approach to serve your super-connected customers and support your agents, make sure you rely on the latest Workforce Management (WFM) software to smooth the path to success. If you have time to do little else, focus on the following three areas:
Finally, don’t forget your agents! Help them multi-skill more easily by giving them the tools to do their job. For example, the ability to access, share and input into dynamic knowledge bases boosts performance and fosters team collaboration.
The reality is that contact centers need to evolve into customer experience hubs where no one agent is expected to do it all. Instead, it’s often easier to assign agents with different tasks at different times of the day to ensure the best possible experience for agents and for customers. Combine this with the right WFM technology and utilize it in the right way to maximize agent skills and boost customer satisfaction, whatever the channel.
Tommy Palomäki is Customer Success Manager at Teleopti
About Tommy Palomäki:
Tommy Palomäki, held positions as a resource planner and customer service manager before joining Teleopti in 2012 as a WFM consultant and project Manager. Tommy has experience of implementing WFM solutions in large and small contact centers across different industries including finance, private companies and government agencies.
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: Tuesday, May 22, 2018
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