Humanise the workplace series – Part 1
Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns.
As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition.
Workforce Management can help to encourage these values. As well as helping to ensure the right staff with the right skills are available at the right time, workforce management functionality also encourages a positive and motivated workforce.
Series 4 – Best Practice Automations
Welcome to Part 4 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’
In this series:
- Designing Automations
- Process Recording
- Automation Pitfalls
- Automation Reporting
Magnus Geverts at Teleopti – 10 ways to create and maintain a positive culture in contact centers
Working in a contact centre is a constant challenge. While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety of channels at a time and place to suit them.
Managers who fail to grasp these fundamental changes are likely to experience constant staff turnover and diminished customer loyalty.
So, what’s the winning formula for a successful contact centre culture? It all comes down to creating the right environment that puts power into the hands of the people. Get it right and you’ll be rewarded with happy staff that deliver consistently outstanding customer experiences.
Series 3 – Beginning the Journey with Robotic Process Automation
Welcome to Part 3 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’.
In this series:
- RPA – Do it in-house or out-source it?
- Building the team
- Identifying processes for Automation
- How to embrace change
- Keeping the RPA momentum going
Another day another regulation: Identifying Risks before they happen with Call Extraction
As data regulations continue to tighten, trade reconstruction has become a priority for compliance managers in the financial sector. No longer is it enough simply to record telephone transactions and keep them filed away in a database somewhere, just in case. With the stakes for data and privacy infringements higher than ever, compliance demands a proactive approach, the ability to turn call recording into actionable 360-degree insight so risk factors can be spotted and issues resolved before they happen.
One of the scenarios compliance may come across is how to integrate sophisticated analytics platforms with legacy call recording systems for effective data extraction – which is where a tool like Wordwatch comes in.
Let’s take an example. Helen is Head of Compliance at a large multi-national bank. She knows full well that the implications of MiFID II regulations require a more proactive approach.
Despite her organisation handling thousands of calls and communications every day, she recognises the need to have eyes on exactly what is happening across all trades so she and her team can identify potential risks at the earliest possible moment.
Can I integrate an existing legacy call recording system with a modern, up-to-date solution?
Yes this is possible. With a multi-vendor centralised voice recording replay portal, this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point of access for all recordings.
What are some of the benefits of simplifying your call recording infrastructure?
- Eliminates support costs by only having to maintain one solution instead of multiple
- Lower cost of ownership by eliminating internal resources dedicated to managing obsolete systems
Series 2 – Automating processes
Welcome to Part 2 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’.
In this series:
- Analysing desktop activities
- Attended Automation
- The difference between attended and unattended automation
Is your Workforce Management still fit for purpose? If your WFM solution is up for renewal, stop and think if it’s really working for you.
Although the initial cost of implementing a workforce management solution may appear large, a quick return on investment can be achieved by not only significantly reducing the amount of time spent creating forecasts, schedules and reporting, but also by being able to create accurate forecasts that ensure you have the “right person, right place, right time” and avoid overstaffing whilst providing a great service.
With the emergence of new technologies, customer expectations regarding how and when they wish to get in touch with a contact centre have increased substantially as well as their expectations on the quality of the service received. In order to meet these expectations having the right number of agents, that are multi-skilled, flexible and available to support customer demand on a number of different channels, plays a crucial role in ensuring service levels are met.
Are you considering Workforce Management? Do you have a number of questions that need to be answered first? With a wealth of experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology.
Do I need Workforce Management?
Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced planning and forecasting features, comes in.
Interactive Voice Recognition (IVR) technology was hailed as a major breakthrough for contact centre operators. With software that can interpret and act on cues from speech in natural usage, it brought about the opportunity to automate large chunks of call processing.
With IVR making a range of self-service options available over the telephone, there is no longer a need to have an agent answer every call. Average costs per call have therefore fallen, while agents freed from handling basic queries can be deployed to focus on adding value through exceptional customer service.
There was just one problem – customers didn’t like IVR.