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Article : The Potential Of Multi-generational Contact Centres

#contactcenterworld, @Calabrio

Tommy Palomaki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact centre professionals, whatever their generational profile.

According to the International Customer Management Institute (ICMI), "for the first time in history, our workforce is comprised of four generations, and that will jump to five by 2020!" Many headlines talk about engaging Millennials, who are typically between the ages of 18 and 35. Admittedly, they account for almost 50% of employees today, but what about the other half of the working population? High performing companies excel at attracting and retaining the brightest, most passionate people, inspiring them with a common culture, whatever their profile or age.

Each generation comes with its own unique perspective on the workplace and shares different career aspirations. Baby Boomers, born between 1946 and 1964 typically prioritise work over personal life, whereas today’s Millennials demand a high work/life balance, are confident and expect immediate recognition and rewards.



For today’s contact centre leaders, this presents an exciting, albeit challenging, conundrum. Creating a successful multi-generational contact centre lies in harnessing the unique talents of every age-group. Don’t delay! Here’s a five-point plan to put you on the right track.

  1. Re-think your training environment – what appeals to the younger generation might not bring out the best in experienced, more mature individuals. Be sure to develop a portfolio of different learning styles, a mixture of traditional in-classroom training and online or virtual sessions including the latest gamification techniques.

    Pair up recent graduates with seasoned professionals. That way, both parties benefit as Millennials have the opportunity to explain their intuitive understanding of the digital age while learning valuable skills that only experience can bring from their older colleagues. Meanwhile, in an age where those approaching middle or retirement age can feel left out, mentoring can boost self-esteem and make them feel valued.
  1. Keep staff motivated – once good team-work is in place, it can be marred by an inequitable approach to goal-setting, appraisals and rewards. Make the most of advanced workforce management (WFM) reporting and dashboards to provide a real-time snapshot of employee and team performance against specific contact centre key performance indicators (KPIs), or customer service level agreements (SLAs) in a fair and transparent way.

    Similarly, use automation to make life easier and more interesting for contact centre agents. Simple tasks such as brochure fulfilment and utilities meter reading can be handled by technology, leaving staff with time to devote to complex enquiries or the chance to turn around unhappy customers by delivering a personalised service.

    Everyone wants to feel involved, whatever their age. Create a work environment where agents feel part of everything from the company mission, to their fellow team members and the customers they serve. Actively gain their feedback for important decision-making through regular focus groups, where management listen but don’t necessarily speak.

    Introduce the latest gamification features to motivate employees, provide a forum for sharing top tips and encourage healthy competition and reward individual and team performance in a fun environment.

  2. Social media – love it or hate it, social media is here to stay and the whole contact centre needs to understand it and make it work.

    Think age before beauty! Don’t fall into the trap of using your youngest team members to deal with social media enquiries. Older staff are more likely to have well-honed customer service skills and in-depth knowledge of your organisation’s products. Social media can be learnt in a matter of weeks, years of experience take far longer!
  1. Flexible working – think technology and place, as well as working hours. The benefits of a Bring Your Own Device (BYOD) scheme may mean your tech-savvy younger generation flourishes with multiple apps, working from more than one device and in various locations. While at the same time, mature workers will benefit from the use of technology they know and trust.

    Using self-service, agents are empowered to control their own schedules, select breaks and lunches, swap shifts, and request time off with immediate feedback from their manager. This means that older members of staff, for example, might apply for earlier start times while the younger members recover from their nocturnal social whirl and will perform at their best later in the day!

  2. Work closely with Human Resources – contact centre managers should work with HR to build an environment that makes them the employer of choice for all generations with clear career paths and continuous training, a real competitive differentiator. Benefits shouldn’t just be financial. Is the office warm enough, are the chairs comfortable? Perhaps you could offer a free breakfast every day, birthdays off and plenty of social events, including funding for different groups I.E. Cycling, singing, etc. to make everyone feel connected.

    Nothing is worse than overwork and stress to make staff head for the hills. Maximise the latest forecasting technology to right-size your contact centre for the future. Running a series of ‘what if’ scenarios can predict staffing needs not just for regular seasonal fluctuations like Christmas or upcoming new marketing campaigns; they can strategically support your organisation’s long-term business plan.

    The rewards of developing a slick and success multi-generational contact centre are exponential: enthusiastic staff, lower attrition levels and recruitment costs, happier customers and healthier profits.


#contactcenterworld, @Calabrio


About Tommy Palomäki:
Tommy Palomäki, held positions as a resource planner and customer service manager before joining Teleopti in 2012 as a WFM consultant and project Manager. Tommy has experience of implementing WFM solutions in large and small contact centers across different industries including finance, private companies and government agencies.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Comprehensive Back-Up Plan

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

Published: Friday, December 16, 2016

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2023 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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