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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 LogoThe 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.
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Today's Tip of the Day - Scripting

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

Published: Tuesday, June 28, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

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

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Pointel

Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

10.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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