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.
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.
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.
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.
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.
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: Tuesday, October 27, 2020
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Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
Dynamic custom agent crm popup
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Cloud Telephony with/out "Host your Trunks" option
and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
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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.
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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Instant Call Reports
Call Layout after Completion
Your Own Caller ID
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Call Lists for Agents
Different Levels of Administration
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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