Tag: Teleopti

Cloud Workforce Management appears on the Cisco Systems price list

Cisco customers and partners now can access a cloud Workforce Management solution on the Cisco Systems global price list

Provider of workforce management (WFM) software, Teleopti has been invited onto the Cisco SolutionsPlus programme enabling customers to order Teleopti WFM Cloud from Cisco sales teams and channel partners. Teleopti WFM Cloud being newly listed in the SolutionsPlus catalogue streamlines the procurement of the cloud-based platform, with specialised SKUs and end-to-end support for Cisco sales and partners.

Vasili Triant, General Manager and Vice President Customer Care, Cisco said: “At Cisco, we want to offer our customers choices, and also help them move with the market to increasingly more integrated solutions and cloud services through an open, integrated ecosystem. With the addition of Teleopti WFM Cloud to the SolutionsPlus program, our partners and customers now have direct access to a best-of-breed WFM solution from a company with years of proven success deploying WFM in the cloud, both in local markets and across the globe.”

Cisco SolutionsPlus places a number of Cisco compatible products and related services on the Cisco Systems price list, letting customers order directly through the Cisco ecosystem. Teleopti products included in the program complement and augment Cisco’s advanced technology portfolio to enable partners to create complete solutions for their contact centre customers.

Teleopti WFM Cloud delivers a platform for workforce forecasting, scheduling and management to improve operational accuracy and efficiency, employee engagement and customer satisfaction.

Olle Düring, CEO at Teleopti added: “Following Teleopti’s long relationship and development collaboration with Cisco, and Cisco channels, we are delighted to expand our reach and make it easier for all Cisco channels to order Teleopti WFM Cloud directly from Cisco. Our listing on the SolutionsPlus programme is recognition that together Teleopti and Cisco ensure transformative WFM solutions providing value and efficiency and a remarkable customer experience worldwide. Organisations using Teleopti’s workforce management solution see the positive work-life benefits for their staff and research studies show that Teleopti customers are 23 percent more efficient than other contact centres.”

 

Palomäki warns of Omnichannel pressures

teleopti.tommy_.palomäki.image_.oct_.2016-266x400Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and effortless experience, every time, whatever the device or communications channel.

According to  Teleopti customer success manager Tommy Palomäki, this is placing increasing pressure on contact centre agents to be experts in everything – verbal communication, a linguist, gifted email writer, snappy Tweeter and vibrant video agent.

At the same time managers have welcomed the whole concept of multi-skilling as a cure-all for today’s epidemic of ‘do more with less’ culture, allowing them to deliver greater workforce flexibility, maximise agent skills and lower staffing costs all in one go.

He cited the latest research from Call Centre Helper which reveals a decline in the number of contact centers multi-skilling their advisors, dropping from 90.5 percent in 2015, to 80.4 percent in 2017.

Palomäki said that technology makes it possible to schedule agents for both blended and dedicated contact inquiries environments.

“If you then expect agents to provide the same excellent service across all channels, you’ll likely encounter some challenges,” he said.

He said that one size does not fit all. Text and email often involve similar content and require the same style of dialogue, dealing with social media or the most challenging of all, switching between voice calls to Web Chat or other social media requires an entirely different tone and approach altogether. Adding multiple support channels simply adds complexity. While it might be able to ask agents to handle emails between calls, or work emails between chats, it’s unlikely you’ll find agents who can consistently do chats and calls at the same time with the same proficiency.

Palomäki added that in a blended environment the problem with routing is that channels invariably use different platforms and is often assigned different priorities and Service Level Agreements (SLAs). This makes it difficult to track and predict service levels on an equitable basis across the entire contact centre.

If outfits agents to handle all channels at once, they are juggling with too many plates. Sooner or later one of the plates is going to break with a detrimental impact on customer service. It is not viable to expect an agent to be in the middle of a WebChat conversation but have to put that conversation on hold when a voice call comes through.

“By the time they go back to the Web Chat, their train of thought is lost possibly along with the customer, irritated by being abandoned and left waiting in the virtual ether”, he said.

Whether a company uses a blended or dedicated contact centre approach to serve your super-connected customers and support your agents, it is vital to ensure you rely on the latest Workforce Management (WFM) software to smooth the path to success, he claimed.

It is more important to focus on providing accurate forecasting whatever the channel, optimise schedules and consider what’s best for agents and the customer.

“Every contact centre is unique so establish what works best for yours. While blended is generally better for small teams and dedicated is better as teams grow, it’s worth experimenting. Don’t ignore the hard evidence. If call center statistics demonstrate that the majority of enquiries are voice-based or your organisation handles sensitive or highly emotive issues, don’t force customers to abandon traditional engagement methods in favour of the latest Web Chat or social media. If necessary, use your WFM to switch agents to different channels at different times of the day depending on customer demand”, Palomäki said

Agents need to help them multi-skill more easily by giving them the tools to do their job. For example, the ability to access, share and input into dynamic knowledge bases boosts performance and fosters team collaboration.

“The reality is that contact centers need to evolve into customer experience hubs where no one agent is expected to do it all. Instead, it’s often easier to assign agents with different tasks at different times of the day to ensure the best possible experience for agents and for customers. Combining this with the right WFM technology used in the right way can maximize agent skills and boost customer satisfaction, whatever the channel,” Palomäki said.

 

Sales teams need to understand Gen Z

indexUnderstanding the Snapchat, Smartphone generation is essential for building highly effective contact centre teams, according to a report compiled by Teleopti.

Daniel Mayer is Customer Success Manager, and Senior Consultant at Teleopti who was behind the report said that contact centres were grappling with the demands of round-the-clock, multi-channel communications, employers need to keep one step ahead with a consistent recruitment strategy and innovative Workforce Management (WFM) infrastructure to match. It’s time to understand what Gen Z wants from work, if they differ from Millennials and how to make them part of an efficient, highly motivated contact centre.

When job website giant Monster teamed up with global research firm TNS to find out what it takes to attract the Snapchatting, Smartphone addicted, video streaming generation and found that the demographic was:

• Entrepreneurial and self-reliant – 76 percent of Gen Zers believe they are owners of their career and nearly half want their own business
• Money and security – are what Gen Zers value most and as a generation brought up in times of recession when family and friends lost jobs and homes, this makes absolute sense. Their ideal job package sounds more like their grandparents’ with health insurance and ‘a boss to respect’ high up on the list of demands.
• Hard workers – Gen Zers are no slackers with 58 percent saying they are willing to work nights or at weekends for a better salary and 74 percent prepared to move for a good job opportunity.

Gen Zers differ from their slightly older counterparts differ from Millennials because they are more territorial than their Millennial colleagues, preferring to go it alone in the face of stiff competition. They also appreciate face-to-face communication. They don’t like the concept of university debt and seek to find new ways to learn that will not cost them an arm or a leg.

Gen Zers would prefer to have many different roles in the one place of employment to gain work experience.

The report says that rather than fear the arrival of another dynamic to the already complicated contact centre environment, employers should focus on the WFM areas that bring out the best in Gen Zers and benefit all staff, whatever their age.  They should also look at providing different sorts of service.

Self-service systems appeal to the independent, self-reliant nature of Gen Zers. Agents are empowered to control their schedules, select breaks and lunches, swap shifts, and request time off with immediate feedback from their manager

The channel needs to re-think its learning environment – be sure to develop a portfolio of different learning styles, a mixture of traditional in-classroom training and online or virtual sessions to suit all generations and use WFM to allow time for training.

Take this one step further by tapping into Gen Zers’ need for on-demand interaction by creating a dedicated e-library of learning. This could feature anything from online tutorials to training documents and hints and tips from colleagues. Make it collaborative so they can share their thoughts and ideas with others. Finally, build e-library time into their busy work schedules to open up the doors to self-discovery at a stress-free pace.

Companies need to make room for ‘face’ time and think of ways of incorporating this into the contact centre especially when it comes to mentoring or team meetings. Make room for Skype and FaceTime to bring out the best in your Gen Zers. Consider extending this approach to your customers by creating a genuinely immersive experience using the latest innovations in Virtual Reality.