Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?
Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Have you ever stopped and wondered why this is happening and why now? Quite simply, the exceptional conditions over the last few years have created an incredibly challenging environment for contact centre leaders already battling to maintain service, revenue and staff levels within tight budgets.
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WEM to the rescue: one solution - additional revenue
Advancements in WEM represent a modern-day miracle by boosting operational efficiency and improving agent and customer experience at a single stroke. Adding the right WEM solution to your portfolio is a fast, efficient way to deliver significant value to clients by solving today’s top contact centre challenges while increasing the value of your sales.
Workforce engagement management (WEM) solutions driven by Artificial Intelligence (AI) are a ‘must have’ in the complex world of remote or hybrid work and increased customer expectations. Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty. Meanwhile, clever interaction analytics that provide a complete view of customer journeys enable agents to deliver outstanding CX. Behind the scenes, desktop analytics in WEM systems quickly identify when clunky IT systems or processes are slowing agents down, while sentiment analysis and stress predictors nip employee motivation issues in the bud.
Aim for an all-in-one package that combines integrated Workforce Management (WFM), analytics, data management, quality management and performance coaching then look for a vendor that takes data seriously. The best WEM solutions capture and analyse unlimited amounts of raw data and transform it into valuable intelligence and actionable insights. They have inbuilt data-silo busting capabilities to eradicate the dangerous black holes that get in the way of your customers delivering joined up agent and customer experiences.
True versus fake Cloud – don’t get caught out
Finally, guide your customers towards a cloud-based WEM solution. It might sound obvious but many organisations still operate their contact centres on-premise and miss out on all the proven benefits that only the Cloud can offer - such as reduced costs, increased revenues, improved CSAT and ESAT scores. Overcome your customers’ fears and objections by choosing your WEM cloud vendor partner carefully. After all, there are a number of new kids on the block with dubious claims about their omnichannel and AI capabilities. Before signing on the dotted line, grill vendors to check they are not spinning a fake cloud story - that will land you and your customers in hot water at a later stage.
About Pippa Rhys:
Pippa Rhys is Partner Acquisition Marketing Director at Calabrio
The 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.
Published: Monday, July 25, 2022
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