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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.

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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, 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 - Who Do You Want?

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

Published: Tuesday, October 27, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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