In our last two blogs, we introduced the concept of adding simplicity to the contact center and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programs and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.
In a world of remote and hybrid work, traditional ‘walking the floor’ to spot problems and resolve issues is not an ideal option. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification. Fortunately, the latest advancements in WEM have simplicity built into their DNA. The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organizations and changing customer needs.
Here’s how you can use technology to turn simplification theory into practice:
Keep it easy, personalized and smart – it is important to recognize that simplification applies equally to those running the show, for example operations managers, supervisors and resource planners, as well as customers and advisers. To build simplicity in ways to satisfy all stakeholders adopt technology and processes that are:
Maximize omnichannel capabilities – too many disconnected systems prevent advisers from focusing on what the customer wants first time around. Meanwhile, resource planners require easy-to-use, dynamic solutions that support the fast, effective development of flexible shifts and schedules that accommodate different work-from-anywhere scenarios.
By predicting peaks and troughs in contact center demand and handling multichannel interactions in terms of planning, the best technology provides a 360° view of all types of data and interactions regardless of where they happened. It then captures and translates this information into a single source of truth, creating a truly omnichannel contact center to deliver an exceptional customer experience.
Aim for all-round intelligence – the next step towards simplicity lies in capturing data from inside and outside the contact center. Then applying it intelligently in three key areas – customer, employee and digital intelligence.
The latest WEM solutions offer advanced reporting and enterprise customer experience intelligence (CXI) to provide complete visibility of contact center operations and ensure organizations have the right data to understand customers, aid decision-making and make meaningful changes to services and products.
Behind the scenes, sophisticated desktop analytics deliver vital digital intelligence by unearthing any slow or badly designed applications, systems and processes that make advisers’ lives harder than they need to be.
It’s time to turn theory into practice and add simplicity to your contact center. Learn more in our actionable guide to addressing the needs of a hybrid workforce.