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Article : Why Simplicity in Contact Centres Matters in an Era of Complexity

#contactcenterworld, @Calabrio

Author: Ross Daniels, Chief Marketing Officer, Calabrio

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority. That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification

Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities. While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre.

In Calabrio’s new blog series, we explore the importance of pursuing simplicity in an era of complexity. Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers? We also share winning strategies to inspire your own journey towards simplification. In this first blog, we focus on making life easier for agents and how to tackle the most pressing concerns of labour shortages and staff dissatisfaction.

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Labour shortages are a primary concern

Finding enough of the right people and then keeping them is an age-old challenge for contact centres. This has been further complicated by the drive to get people back into offices clashing with their desire to work remotely.

In fact, many employees are threatening to quit their jobs rather than give up working from home, citing ‘no commutes’ (84%) and ‘cost savings’ (75%) as the top two reasons for remote work. Meanwhile, only 36% of employees are ‘engaged’ and 64% are either ‘miserable’ or just ‘going through the motions’. It’s the perfect time to step up your staff engagement programme and consider simplification from a human point of view.

5 ways to simplify the agent experience
Here are five tactics to tackle these new complexities from an agent perspective:

  1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. How can organisations gamify day-to-to metrics from a distance? Try replacing traditional whiteboards in the office with online dashboards but make sure objectives are fair and transparent with KPIs that are well communicated and understood by everyone. Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles. Accessibility combined with good communication releases the empowering benefits of self-evaluation.

  2. Keep information easy to understand and accessible – focus on the metrics that matter. Be aware that having access to unlimited information in the contact centre can be overwhelming, so filter out the noise by creating customised dashboards where agents can see the metrics that matter to them as soon as they logon. Think of dashboards as a clever GPS system for agents, to point them in the right direction and to empower them with the knowledge to achieve their goals and that of the whole operation.

  3. Flexible break times for new WFH lifestyles – typically new WFH workforces combine activities during their day that traditionally would have been removed from the workplace. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition. Dynamic scheduling tools can instantly optimise agent time to better align with shifts and changes in call volumes, while allowing workforce planners to open-up great opportunity for overtime or voluntary time-off. The flexibility of self-scheduling and the ability to change lunches and breaks can make a real difference to agent engagement in the new world of work.

  4. Develop virtual communities – out of sight can quickly become out of mind so replace the traditional places where a sense of community was formed such as the water cooler or smoking area with virtual equivalents. Create a social hub for like-minded people, for example colleagues who share an interest in woodworking, reading, cycling or music to encourage a feeling of connection. Strengthen emotional connectedness with VoE (voice of the employee) analytics to capture and analyse how frontline staff are feeling and identify agents who struggle and need extra support. Any challenges as a result of working remotely are eased if employees feel they are better understood, valued and well cared for.

  5. Aim for easier – constantly switching between systems to find the right information is frustrating and adds to the complexity of remote working. Aim for a single pane of glass where agents can view complete customer journeys on a single screen to serve customers quickly and efficiently. Meanwhile, build-in time for mentoring and personal development for remote workforces. Keep management humanized and engaging even from a distance to retain agents. The removal of location restrictions can quickly lead to labour shortages. A new work-from-anywhere model for contact centres may create an added variable but with the right approach and technology it needn’t mean complexity from an agent’s point of view.

Simplify the agent experience to attract and keep the best talent, improve contact centre performance and enhance the customer experience. In our next blog, discover the main barrier to simplicity and how changing leadership mindset and behaviours can make a real difference.

#contactcenterworld, @Calabrio

About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

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 - Maintaining Customer Notes

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Published: Wednesday, September 8, 2021

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2021 Buyers Guide Automated Call Distributors

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.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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