3 min
The pandemic has changed the world of work and raised the importance of agility in call centers to face the moment, whatever it may be. Right now, the vast majority of agents are working from home, which presents significant challenges for many, so addressing them successfully is critical in a period when customer expectations are also changing.
Cloud-based communications systems offer much more flexibility, agility, and the ability to implement remote work than traditional solutions. This is why many companies are currently transitioning to the cloud.
Customer service begins with people, and recent changes in the job landscape present a great opportunity for contact centers to engage with front-line personnel. To achieve this, a truly integrated cloud-based platform is required. Choose an all-in-one solution that includes call recording, quality management, workforce management, analytics and business intelligence, as this means that agents and supervisors can see all data in a single unified dashboard.
If employees have the right data, context and tools to do their jobs, they will gain confidence and telecommuting quickly becomes a reality that generates productivity, performance, engagement and loyalty in agents. In this way, they can deliver an excellent customer experience (CX).
3 Ways To Empower Agents From The Cloud
Success starts with a smarter approach to managing workforce engagement. The use of integrated cloud-based technology promotes agent autonomy, facilitates flexible scheduling and forecasting, while driving business agility.
How Can The Cloud Help?
1) Enabling Your Teams
Foster employee autonomy by providing front-line staff with the right collaborative tools to do their jobs. Thus, empowering remote agents with comprehensive self-service capabilities, including competency to exchange shifts, reserve time off, and obtain extra-hour slots through a mobile app or secure staff portal. The cloud enables the use of intelligent automation. Virtual assistants can help connect and enable remote teams by continually seeking out and offering new scheduling opportunities, freeing up time for agents.
2) Increasing business agility with Artificial Intelligence (AI)
Call center operations need to be more connected than ever. Supervisors can rely on the data collection capabilities of today’s workforce engagement management solutions to create a single view of customer engagement data from inside and outside the contact center.
When linked to cloud-based solutions like ACD, CRM, HRM, and ERP systems, performance is effortlessly tracked, employee gamification is facilitated, and faster decision-making is supported. Meanwhile, offering supervisors predictive analytics and comprehensive reports enables better planning, performance, and increased workforce engagement.
The latest analytics tools help contact center leaders understand the “why” behind the “what” of operations to improve the customer and agent experience. Additionally, the combination of workforce engagement management, quality management, and analytics helps to further analyze operational issues, identify root causes, and drive significant business change.
3) Understanding The Power Of Forecasting And Solid Scheduling To Plan For Any Eventuality
Today’s workforce engagement management solutions are optimized for effective workforce planning and engagement. These new cloud-based solutions offer agile scheduling and forecasting functionality that meets the complexities of today’s omnichannel call center environment.
Use the latest cloud solutions to adapt to change and create schedules and forecasts that show you listen and care about agents, trying to take into account staff preferences while meeting customers. Workforce engagement management technology is also effective for short- and long-term planning, while allowing real-time changes, on a day-to-day basis, as the business evolves.
In conclusion, the best technology offers an integrated platform that helps agents reach their full potential, offers an exceptional customer experience, and adapts quickly to business demands.
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