Why workforce management means so much more in challenging times.
"It was the best of times, it was the worst of times," these immortal words are probably as true today as they were when Charles Dickens wrote a "A Tale of Two Cities" nearly 200 years ago. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. Many team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. However, those organisations reluctant to let go of their on-premise infrastructures have struggled to cope with a massive influx of calls, channel shift, heightened customer expectations and disruptions to team availability.
Beware of spreadsheets and long live strategic resource planners
Workforce Management (WFM) has come to mean so much more in 2020. Despite a wealth of business continuity and disaster recovery plans, the current health crisis has revealed just how much some businesses have overlooked the importance of the planning function. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk. WFM tools that provide complete resource planning visibility and agility are now even more invaluable.
WFM: from survive to thrive in 3 easy steps
It’s time to use the all-round benefits of WFM to ensure your contact centre thrives:
Paying attention to the emotional health of frontline staff is a top priority. Although home working is here to stay, the simple truth is that many contact centre agents don’t have a home environment that is conducive to work and being natural communicators, many miss the human contact of the office.
Fortunately, the latest WEM solutions cover the complete employee lifecycle from recruitment to onboarding, coaching to e-learning, team communications to interactions, task assignments to performance targets, gamification to acknowledgment and reward. Make the most of WEM capabilities to engage and motivate agents through self-service technology that helps puts people in control of their working lives and with flexible schedules that accommodate the stresses of remote working.
About Richard Pinnington:
Richard Pinnington is Director of Strategic Channel Partnerships
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: Monday, December 21, 2020
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