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Article : Selecting Agent Management Solutions – Are You Asking the Right Questions?

#contactcenterworld, @Calabrio

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers.

In its recent report, Ventana Research came to the conclusion that, "The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centres to manage agents".  Based on this insight, it is likely that many organisations will be considering business improvement projects and software selection processes to enable the changes driven by hybrid working, increased demand and employee churn.

Unless you use the most relevant selection criteria and pose the right questions, you can easily choose solutions which aren’t right for your operation, can’t address the most pressing issues and won’t prepare you for the future. Selection of the right platforms and technology is vital for the success of a modern business, however, it is not an activity that is undertaken regularly. Often the solution choices and technology options evolve so rapidly that the criteria used in previous selection processes become outdated and no longer fit for purpose.

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With this in mind, it is great to see analysts, with close to two decades of experience, providing independent advice on how to structure RFI/RFPs and the selection processes for Agent Management solutions. The 2022 Agent Management Value Index Report "provides a baseline of knowledge that organisations can use to evaluate vendors and products, to manage and improve agent management processes." 

A process for evaluating vendors

Ventana Research believes that "business improvement efforts should be based on best practices that research indicates deliver value quickly". The analyst firm has developed what it calls the Value Index which can be used to evaluate agent management business systems and tools. It advocates using the index as part of a structured approach to ensure the right choices are made to provide the required results.

In its Value Index for Agent Management, Ventana Research evaluates software against seven key categories, of which five are product experience related and two cover customer experience. The categories are:

  • Usability
  • Manageability
  • Reliability
  • Capability
  • Adaptability
  • Vendor Validation
  • Total Cost of Ownership and Return on Investment (TCO/ROI).

Ventana Research used its own index categories to evaluate solutions from 18 vendors and I’m pleased to say that Calabrio was placed in the leader tier as an Exemplary Vendor and a Value Index Leader for Capability, Usability and Manageability.

Build the categories into selection processes and weight them as needed

The Index categories are also useful to build into your own organisation’s RFI/RFP software selection process. The categories can be weighted to match their importance to specific needs. In this way, you can evaluate and score solutions, and vendors objectively against common criteria to help drive a structured and documentable selection process. This step provides the evaluation tools necessary to move from a long list of vendors and solutions to a shortlist which can be evaluated in depth to make the final selection.

An ordered, transparent and auditable selection can be useful to:

  • Speed up the selection process itself
  • Reduce the cost of the selection
  • Drive a common understanding across your organisation
  • Gain sign-off from Purchasing and Senior Management for the selection made
  • Provide criteria to measure success.

The Ventana Research report provides an evaluation of vendors and a methodology which can be used in your own evaluation and selection processes.

A framework for a technology-driven business improvement project

The report also outlines eight steps which should make up a technology-driven business improvement project. These include the importance of establishing technology evaluation criteria and how to evaluate and select the right technology to match the specific business requirements of your organisation more efficiently and accurately. The report in particular helps readers to complete these two phases.

#contactcenterworld, @Calabrio


About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

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 - Speech Recognition

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

Published: Wednesday, March 23, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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