Jeremy Hamill-Keays, Product Manager, Calabrio reveals the major headaches and explains how a cloud-based approach to WFM has all the answers
With the IT landscape transforming at lightning speed, contact centres must keep up to remain competitive. According to the “Dimension Data 2015 Global Contact Centre Benchmarking Report”, “workforce management is one area in which the contact centre environment is clearly behind the curve…and losing efficiency.” Surprisingly, 29% of contact centres are still without any sort of workforce management (WFM) systems whatsoever. Even more worrying is that two of the major growth opportunities are sorely neglected: “86% of social media and 79.6% of web chat operations aren’t automating their planning, tracking and monitoring adherence.” That’s before the whole issue of the Cloud comes into the equation!
Many customers are reaping the benefits of deploying cloud-based contact centre solutions to manage their customer interactions but what’s stopping them from applying the same approach to their agents’ schedules? Agents are the first point of call and have the power to make, or break, brand and customer loyalty.
Here are the top ten questions that customers ask along with the answers to help create the most efficient contact centre ever: