According to industry analysts Gartner, "organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated." The growing awareness of the strategic role played by staff in customer engagement centers is fast becoming a real wake-up call to the industry.
Traditionally, contact centers have taken a customer first approach to service and relied on Workforce Optimization (WFO) technology to drive agent and operational efficiency. The seismic shift happening now puts the spotlight firmly on what Gartner refers to as the "Voice of the Employee (VoE)" and is triggering changes in technical innovation. Welcome to Workforce Engagement Management (WEM) – the next stage in the evolution of WFO – where functionality focuses on placing staff at the center of everything through sophisticated recruitment and onboarding, coaching and e-learning, interaction assistance, task assignment and performance and gamification.
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Three steps to successful workforce engagement management
Transitioning from simply optimizing your contact center staff to truly motivating and engaging them is easier than you think, but it will ultimately make a real difference to the overall customer experience. Here are a few tips to get you started:
The truth is that WEM is not an option, it is a necessity! A well-thought out WEM strategy improves operational performance and elevates employee engagement. Follow these simple three steps to blend customer requirements with the voice of the employee and create your best ever contact center.
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: Wednesday, March 22, 2017
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.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
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.
*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 Perfor...