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Article : Solving Modern Contact Center Challenges with New Era WEM Solutions

Solving Modern Contact Center Challenges with New Era WEM Solutions

Contributed by: Brad Snedeker, Product Marketing Director, Calabrio

2020 was a year of big change in the contact center industry. The COVID-19 pandemic sparked an evolution in customer behaviors and preferences, the way agents need to work and the processes that managers need to implement to run a successful contact center. And it seems these industry changes are here to stay. According to a study commissioned by Calabrio, more than sixty percent of contact center managers expect the impact on the customer service industry to be permanent.

While some contact centers are making preparations for how and when to bring their agents back, many others are embracing the rise of remote work and are looking to create a new hybrid workforce that engages the best of both in-office and remote working. But even if a contact center is counting the days until they can return to traditional operations, they will still need to tackle new challenges, like a higher standard for customer experience and a growing customer and agent desire for omnichannel communication.

One way for contact centers to embrace this new era is with through a workforce engagement management (WEM) software suite designed for the modern workforce. Many customer service groups have long relied on workforce optimization (WFO) and WEM solutions to simplify and facilitate day-to-day operations, but as new challenges and opportunities arise, their WEM solutions should evolve too.

As Calabrio unveils the new Calabrio ONE for the new era, with integrated, best-of-breed cloud workforce management (WFM) capabilities at its center, it is important to consider the WEM tools needed to ensure agility and flexibility for today’s workforce—wherever they’re logging on. To meet this moment and any challenges that lie ahead, solutions must empower agents, create opportunities for education and facilitate dynamic team management.

Empower

With any hybrid or remote workforce, one of the greatest needs for managers is to ensure agent engagement and agent autonomy. In Calabrio’s recent study, the top skill that contact center managers expect from agents in the new contact center world is self-management. With agents working in separate locations, with varying start/stop times and with different needs, managers must trust their agents to manage their individual workload. A WEM solution should empower agents to self-manage, instilling confidence in managers that agents can handle themselves.

Self-service and self-scheduling technology is a must for any WEM solution, driven by intelligent automation. Agents should have the freedom to change their lunch or break times on their own without manual managerial approvals. For example, the next generation of Calabrio ONE offers agents the ability to self-manage their schedules as well as automated voluntary time off and overtime requests. The solution provides a virtual concierge to agents, monitoring for scheduling opportunities based on current volumes and staffing needs based on available agent skills, then providing chat notifications when volunteer time off is available, and handling requests for agents if accepted.

Contact centers that empower agents with tools to facilitate their autonomy will be agile enough to react to changing customer needs and see higher employee morale—an important hallmark of a successful contact center.

 

Educate

Another challenge brought on by a decentralized workforce is agent training. The primary methods for agent training and coaching pre-pandemic were primarily through manager-agent check-ins or even through simple osmosis and listening to fellow agents. This challenge is heightened further by the fact that customers are expecting more from customer service than ever before. Today’s WEM solutions need to have a renewed emphasis on customer and agent behavior analysis to guide operations and coaching.

On the manager’s side, Calabrio ONE offers analytics-driven insights like desktop analytics, voice-of-the-customer/voice-of-the-employee trends and AI-fueled sentiment analysis to pinpoint agents that may need technical assistance or technique coaching. New era workforce engagement management solutions go one step further and tightly connect personalized agent scheduling with omnichannel analytics and quality management so that insights about performance and evaluation scores automatically impact one-to-one and coaching planning.

With an evolved need for agent self-management comes a heightened need for them to take ownership of their performance. Calabrio ONE provides personalized, self-service dashboards to help agents own their experience and their individual metrics as well as team KPIs. How can agents, at home or in the office, develop if they can’t independently connect what they do with the results they achieve?

Without agents and managers in the same location, this level of visibility and streamlined coaching processes are of utmost importance for agent development and smooth operations.

Manage

Agents’ jobs are more complex than ever, and the pandemic added even more onto their plates. For example, today’s remote workforce must contend with variabilities in internet access or childcare, in addition to normal everyday customer service problems. Without traditional quality assurance strategies like walking the contact center floor, managers must rely on their quality management tools to see how agents are performing. Modern WEM solutions must double down on these capabilities and offer visibility into agent behavior, because understanding the "why" behind the "what" of any agent issue is paramount to simplifying life for the agent.

Calabrio ONE, for example, provides this visibility through real-time adherence technology to compare agent schedules to live automatic call distributor status. Automated alarms are flagged when schedules aren’t being met, and then managers can use a combination of quality management and analytics tools like live screen recordings and desktop analytics to identify reasons for slow-downs or challenges. If an agent is struggling, identifying the contributing factors to their challenge is the first step toward solving the problem and quickly getting the agent on the right track. The best WEM solutions will be able to drive this process and bring it full circle as WFM intraday adaptivity tools and automation can be used to update the plans for agents and reoptimize business.

Contact center manager and employees need to rely on the agility of their solutions, including WEM, now more than ever. If the contact center has evolved, the technology they rely on day-in and day-out must evolve with it.

Learn more about the new Calabrio ONE for the new era.

 

Teaser video

 


About Brad Snedeker:
With over 20 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s director of customer advocacy, he ensures that customers have access to the best information and resources available for Calabrio products. He works directly with users to develop new and innovative techniques to implement workforce optimization best practices. Workforce management and analytics have been Brad’s primary focus for over 10 years.

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - Network Usage Guidelines

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

Published: Tuesday, October 27, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390
 

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