![]() Marketing and Expanding a Call Center Business 3. In addition, with automation, agents are all evaluated by the same set of rules-eliminating any perceptions that analysts are “playing favorites.1. Automation is set based on your business rules and can approve or deny agent requests for time off, meetings, trainings, mentoring or even schedule swaps with another agent. With WFM automation, analysts are able to automate the majority of the day-to-day requests leaving them free to focus attention on ad hoc requests. Time savings are even greater for larger, more complex contact centers. ![]() ![]() In fact, contact centers that use WFM to automate such tasks save-on average-25% of the time they currently devote to manually performing them. Workforce management software streamlines and automates these types of tasks, helping contact centers reduce the amount of time it takes to forecast, schedule and manage service levels for multiple channels and multiple locations. Additionally, managing time-off requests through spreadsheets and emails can be incredibly time-consuming. As a result, many of those preferences often get ignored. When using spreadsheets, fulfilling agent scheduling preferences adds yet another layer of complexity to an already tedious process. Less Time Spent Managing the Contact Centerįor contact centers embracing an omni-channel approach to customer engagement, manually forecasting contact volumes and creating schedules for numerous channels is especially time-intensive. WFM analysts cannot control the culture, but their actions impact how an agent perceives leadership in a contact center. Engagement stems from a culture of respect, assumption of good intent, and working together to do the right thing. There is no secret ingredient to agent engagement. Key Question: What’s the Secret Ingredient to Agent Engagement? A growing body of research shows that increasing agent engagement and ultimately job satisfaction directly improves the customer experience-and reduces turnover for both agents and customers. On average 30% of employees can be classified as engaged. It All Starts with Agent EngagementĪgent engagement is the level of personal investment a person has in his or her work. Therefore, assessing current agent engagement is a crucial first step to more efficient WFM. ![]() Your agents will remain the engine of your call center operation. It is important to remember these tools were designed to complement and enhance-not replace-human agents. But organizations can only achieve these lofty goals-spanning customer engagement, budget and operational efficiency-when they have a deep understanding of their existing operation. The surge in intelligent automation, new analytics engines, artificial intelligence (AI), and machine learning (ML) WFM tools promises to deliver dramatic new efficiencies to the contact center. That means you must have the right people ready to meet customer needs on a wide range of subjects and complexity levels-24/7.ĭue to these unique challenges, most modern multi-channel contact centers rely on sophisticated workforce management (WFM) tools to help them optimize agent schedules and ensure consistent service levels. But once again, in the call center, those expectations are dictated by your customers-and they may contact you via various channels at any hour of any day. 24/7 Workload DemandsĪnother privilege of internally determined goals and workloads is the ability to set expectations or limitations on when or how long staff will be working on achieving those goals. But in the contact center, those goals and objectives are determined externally: Your customers call with needs-and you must be prepared to meet them. In a typical business unit, you have significant control over the goals and objectives you’re working toward and the workload you’re placing on your staff as you pursue those goals. But when it comes to allocating and managing resources, the call center presents two unique challenges: 1. Having the right people in place, focused on key business goals and working productively is the foundation for success in any business unit.
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