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Case Studies : PowerSchool Manages the Shift to Remote Work with Unified Technology

Premium Content (Sponsored)

#contactcenterworld, @Calabrio

Prior to the arrival of COVID-19, cloud-based software was widely used in school districts for everything from managing student information, to providing personalized learning, to streamlining back-office work. But the software became even more critical after the onset of the pandemic, when both learning and working went remote.

PowerSchool is the leading provider of cloud-based software for K-12 education, helping educators and students realize their full potential. Today, PowerSchool’s unified technology supports more than 13,000 customers and more than 45 million students.[1]

Like its customers, PowerSchool needed to pivot its operations during the pandemic, with most support agents transitioning to remote work. This shift, combined with a busy back-to-school season, led PowerSchool to upgrade its workforce management system to improve forecast accuracy and make sure staff were adequately deployed across its various support channels.

[1] PowerSchool | Leading K-12 Education Technology Company

Managing a global support team

The goal of the PowerSchool support organization is to accurately forecast and optimally deploy resources across phone, chat and web channels while maintaining the needed service levels and superior customer experience. Critical to making this happen is PowerSchool’s team of more than 500 employees who are dispersed across three countries.

However, as it navigated remote work and the new -COVID landscape, PowerSchool wanted a simpler method to organize support agent shifts.

Working against the company was a lack of workforce management tools to help make sure the correct number of agents were staffed for each of its support channels. For example, staffing was managed with an onerous spreadsheet model.

To gain a comprehensive understanding of the shifts required, schedule adherence, call arrival and coverage patterns, PowerSchool needed an omnichannel technology strategy.

Smarter, more agile workforce management

PowerSchool deployed Calabrio’s workforce management (WFM) resources to improve forecast accuracy and ensure adequate staffing levels for handling phone, chat, and web queues. Using real-time databases with agent and call insights allowed managers to monitor a much higher volume of interactions and align agent shifts with customer demand and historical forecast. The company used Calabrio WFM with a Talkdesk integration to match phone resources with added demand to better support the needs of educational organizations.

"Agent shift adherence enhanced our ability to manage staffing and help support agents succeed in each customer interaction," said Pankaj Bhardwaj, Group Vice President, PowerSchool. "We can now accommodate the different shifts and times of the day our agents work and adjust — in near real-time — the times of shift breaks to better align with anticipated customer call volumes."

With Calabrio’s Talkdesk integration, PowerSchool found support agents tracked at an impressive 95 percent schedule adherence.

"Tracking agent shift adherence provides critical insight into the busy back-to-school season’s impact on our different support channels," said Pankaj. "For example, agent phone schedule adherence tracked at 75 percent due to many agents being pulled into chats as volumes tend to increase on that channel."

Working with Calabrio, PowerSchool further streamlined its customer service operations.

By shifting from the onerous spreadsheet model to integrations with business intelligence tools and human resource management, PowerSchool has improved its planning processes and agent satisfaction — leading to increased agent engagement and better customer interactions. Calabrio’s integrated technology also made a positive impact on agent scheduling and their ability to plan shifts, schedules, and absences ahead of time.

With Calabrio WFM resources, PowerSchool can now adjust quickly to meet customers’ needs, handle increased support calls, and engage customers in new ways to assist school staff, educators, parents, and students.

#contactcenterworld, @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 - Finding The Right Vendor

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

Published: Tuesday, June 28, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) 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.

2.) 
Auraya

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...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
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...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

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.

8.) 
OpsTel Services

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.

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 Perfor...
(read more)
 

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