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Article : What Came First the Chicken or the Egg? Happy Customers or Happy Employees?

#contactcenterworld, @Calabrio

It's proven there is a connection between happy customers and happy employees - below I suggest five ways to use workforce management to achieve both.

What came first: the chicken or the egg? It’s a conundrum that’s baffled people for years but does it really matter? The same could apply in contact centers. Why debate whether happy customers or happy staff come first when the two are inextricably linked? It is commonly accepted that motivated, engaged agents result in positive customer outcomes with many studies indicating a strong correlation between customer and employee satisfaction. So how can workforce management (WFM) help to achieve both?

Five ways to use WFM for happy employees and happy customers

Take a look at your contact center. Are your agents happy? If not, why not? What motivates them to go the extra mile and what do you need to do to attract and keep the best people? Gone are the days when agents were not expected to think for themselves and sat with headsets on, answering routine enquiries all day long. Digitalization, a mobile work ethic (if you’re not happy, you simply go elsewhere) and a growing customer-centric approach to doing business have turned this outmoded perception on its head. Today’s multi-skilled agents are highly prized assets, the frontline to customers with the power to make or break customer experiences, corporate reputations and profitability.

Agents like to feel they are valued, engaged and have the opportunity to make a real difference to the company they work for. Using the latest WFM including a life-style and self-service dimension is central to understanding and galvanizing this human factor to ensure happy and profitable customers. Use WFM to:

  1. Make life easier – minimize the stress of stretched resources by using automated forecasting and intra-day scheduling to right-size your contact center throughout the day or run ‘what if’ scenarios to better prepare for busy seasonal periods or special marketing campaigns.Then let automation take away the monotony of handling routine enquiries using Artificial Intelligence solutions or "bots". This leaves well scheduled agents free to do the clever stuff like helping customers with highly emotive or sensitive issues or turning around upset or angry customers – all the things that spur them on to excel rather than just do a good enough job.

  2. Empower agents – by giving them control over their working lives. Through self-service, allow them to select breaks and lunches, swap shifts, advise overtime availability and request time off with immediate feedback. If working from home is easier, let the latest web-based WFM technology give them the option to log in securely using their own devices including tablets and other mobile devices to check schedules, coaching and training sessions.

  3. Retain the best – as the role of agents becomes more strategic, they can expect higher wages and better prospects. Companies need to work harder at attracting and then keeping the best talent. Use WFM to develop an effective skills matrix to keep up-to-date with agent skills and training and use the information to support tailored personal development plans, one-to-one sessions and meaningful career paths in a proactive way. Introduce the latest gamification features to motivate employees, provide a forum for sharing top tips, encourage healthy competition and reward individual and team performance in a fun environment.
  1. Build a team of ambassadors – like all technology, the more you use it, the more confident you become, to the point where you fervently champion it. The same applies to WFM. Keep an eye out for these new champions in the contact center and make them ambassadors of WFM to boost agent involvement and the role of technology to help deliver outstanding customer service.

  2. Close the loop – your agents might be your new customers but close the loop with end customers to provide a seamless, end-to-end experience. Listen to your agents, on the frontline, they know if your customers are happy, what works and what doesn’t. Devise a mechanism for agents to share best practice – building in time for workshops to hear what works in terms of scheduling and suggestions from the floor as to how it could be improved and remember to celebrate any successful changes adopted as a result.

The more you understand what makes your agents and customers tick, the more effective you’ll be at creating a well-balanced contact center inside and out. Then whether the chicken or the egg came first becomes irrelevant as it’s a continuous virtuous circle of happy employees and customers.

#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 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 - Complaints

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

Published: Monday, November 19, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
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

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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