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Article : Omni-Channel Is Hot News So What’s The Hitch?

Chief Business Development Officer
Calabrio
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A recent study found the average person checks his or her smartphone a staggering 85 times a day! And just look around in shops and cafés, on buses and trains – even while walking in the street - almost everyone is glued to a personal electronic device. The rise in mobility has created a world of 24/7 connectivity and a subsequent demand for instant information.

This puts increasing pressure on contact centers and customer service departments. Many have transitioned from single-channel to multi-channel, to now omni-channel interaction. Irrespective of channel, be it voice, e-mail, chat, social media, Skype or other mobile apps, customers want and expect a consistent, satisfying and effortless experience – each and every time. As for employees, they expect an environment that encourages them to flourish and make a positive difference in their customer-servicing work.

This is where automated workforce management comes in and can play a crucial role, ensuring contact centers have engaged and knowledgeable staff on hand to provide rapid and accurate customer responses.

A survey by Business Systems (UK)[i] indicates that nearly half of the contact centers surveyed utilize social media and 69% utilize e-mail in customer interaction. The question is: How do you provide customers with a cohesive experience across the different channels? This is precisely where the new generation of workforce-management (WFM) systems can make the difference.

Let the following four tips help maximize your omni-channel opportunities and, with the help of workforce management, ensure that your customers get the best experience.

1) Flexible WFM design that evolves with your business – examine how your WFM solution supports chat, e-mail and social media. Ask your WFM vendor for examples and references. Are backlogs (e-mail) and parallel chat sessions supported? Is the system capable of scheduling in a blended environment? Can it be integrated to collect data for the different channels? The foundation for efficient omni-channel WFM is not only that these core functions work well but that, as your business evolves, the configuration can easily accommodate additional channels.


2) Employ the right people
– make sure you have the right agents for the right channels. Use your emphatic, tech-savvy agents for social-media channels; making mistakes in these channels often increases the workload for other channels. Use your WFM solution to understand which talents and competencies are required for the best performance in the various channels. Remember to schedule up-skilling for those who need it.


3) Empower Agents
– you may have the right people in place but have you supplied them with the right tools so they can do their work effectively? Are they proud of making a difference? Do they reward the organization with happy customers and long-term loyalty? Opt for a WFM solution that allows employees to feel empowered by having a say in scheduling, that offers incentives or game-like competition to reward excellent performance and lastly, that provides performance feedback, skills training and coaching.


4) Promote real-world successes
– many of our customers have reaped immediate operational and commercial benefits through its WFM automation and employee- empowerment tools. Promote success by building confidence and raising the status of the contact center of your business. WFM automation allows you to devote more time to customers and focus on meeting their needs for seamless multi-channel integration and rapid resolution.

Let’s take a look at some organizations to see how they have benefitted from Teleopti WFM automation:

  • P&O Ferries in the UK made annual savings of £1.6 million, all the while maintaining their service levels. It also increased forecasting accuracy to 99.5% and reduced staff turnover substantially

  • Telenor in Denmark is now able to devote an extra 49 minutes per agent per day to their customers. As a result, satisfaction levels have risen by 7% and total sales per store increased by 6%

  • OTIP (Ontario Teachers Insurance Plan) achieved 7% savings in overall salary payout, improved queue times by 79% and decreased average handling time (AHT) by 95 seconds

  • Cigna Insurance Services in the UK views automated WFM technology as a part of strategic resource planning and a people-management tool that covers the various channels, including web chat.

 

So, what’s stopping you? There’s no hitch. With the help of well-implemented automated workforce management, providing the same level of service across all channels is today a reality that has come true.

[i] http://www.businesssystemsuk.co.uk/paper/the-state-of-workforce-management-in-contact-centres-2016


About Magnus Geverts:
Magnus Geverts has been with workforce management software provider, Teleopti for over 18 years, where he has taken on many roles, including three years in New York as President of Teleopti Inc. Since returning to Sweden Magnus is responsible for business development, strategic alliances, product management and marketing at Teleopti.

About Calabrio:
Company LogoCalabrio, 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.
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Today's Tip of the Day - Finding A Workforce Management System

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

Published: Monday, May 30, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

4.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

8.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

9.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

10.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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