contact centre

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages.

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. 

As contact centres strive to streamline operations, improve customer experience and create work environments conducive to success, the deployment of intelligent automation is reinforcing the optimal blend of human skills and technology.

Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate.

Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive throughout the entire day.

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems.

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.

The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes a little more effort and time to get your forecasting right, but the payoff is irrefutable.

While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre, there are still dozens of areas of consideration that need to be evaluated to provide an effective gamification system.

As the increased demands for quality and quantity of customer service show no signs of slowing down, contact centre managers must build engagement designed to last and continue growing with the customer's demands.