Employee Engagement

4 Essential Components of Your Workforce Optimization Software

Delivering a positive customer experience is no small feat ­– there are a lot of moving parts that have to work together, with workforce optimization (WFO) being a major component. When considering which WFO suite to go with, keep the following four must-haves in mind.

  1. Integration with Existing Systems

The WFO system you use should be compatible with the rest of your contact center. Cloud WFO solutions are typically the easiest to integrate ­– they can be custom-fitted to your contact center, prepped and tested before going live, and even run along with your current WFO solution as you make the switch so there’s no downtime.

  1. Creation of Reliable and Adaptive Schedules

With the right WFO solution, scheduling becomes much easier. Your WFO software should generate schedules with enough agents to cover daily shifts, accounting for agent requests like certain days or times off, flex shifts, or work-from-home shifts. At the same time, your software should review shift data to accommodate for high and low patterns, which will affect things like breaks and training sessions. Your WFO solution should also be flexible enough to adapt when something unforeseen occurs that requires a quick change in the workforce.

  1. Real-Time Schedule Adherence

In order for management to know if an agent’s daily activity is in line with contact center objectives, you’ll need to see reports about schedule adherence. Your WFO solution should monitor and record real-time adherence, tracking log in and log out times, plus lunch breaks and other types of breaks. For contact centers that have out-of-the-box needs, like after-hours coverage, your WFO solution should let you create custom guidelines.

  1. Accurate and Robust Reporting

WFO (and just about everything else at your contact center) revolves around reports ­– otherwise, it’s very difficult to know what’s going on in your business. Even the best managers can’t be everywhere all the time, which is why they rely on reporting. The data that’s gathered will help you figure out where changes need to be made and what type of training needs to occur moving forward. Comprehensive reports will help you make the right workforce decisions.

The philosophy of WFO ­– shifting the workforce for the sake of optimal productivity ­– has been around for a long time, but actually embracing this philosophy by seeking out the tools to achieve it is still new for many contact centers.

Why Your Contact Center Needs Remote Agents

When agents are twiddling their thumbs because calls aren’t coming in, it costs the contact center money. When a barrage of calls come in and wait times skyrocket, the customer experience drops. Having the correct capacity of agents without over-staffing is a tug-of-war that every contact center has had to play.

Even with insightful analytics, you can’t perfectly predict how much activity your contact center is going to have. There will be unexpected lulls and spikes in activity regardless of what the numbers prepare you for.

The goal of flexible WFM is to increase the contact center’s agility while maintaining a high level of customer service.

Traditional vs. Flexible Workforces

One way to increase workforce flexibility is to have a number of remote agents who are able to work from home. Here’s how that can help:

Hold Times

Agents in a traditional contact center can easily get overloaded with calls, leaving a lot of customers on hold. Call abandon rates increase while service quality decreases. Remote agents are often able to deliver quicker call resolution.

Ramp-Up Time

Ramp-up time in a traditional contact center can take weeks, but on-demand remote agents are able to ramp up in just a few hours.

Scalability

If there’s an unexpected rush of communication or a shift has to be covered in an emergency, the resources at a traditional contact center can’t always scale as quickly as needed. With the support of a remote workforce, though, agents can cover gaps in even a non-standard schedule at the last minute.

Encourage Customers to Use Other Channels

Unexpected spikes are going to happen. As you continue managing spikes, particularly the ones you can predict, create a contingency plan for the spikes you don’t see coming. One way to do this is to encourage customers to use other channels, like chat, email, SMS and social media.

This can limit the number of incoming calls and may also lower the number of times a customer reaches out to customer service before being helped. For example, if you have a team of agents providing social media support, they can connect with a customer after the first complaint and possibly solve the issue before is escalates.

Even contact centers that have always had rigid staffing measures can see the benefits of a flexible model, which saves resources during downtime and allows for adjustments on-the-fly.

5 Trends in the Customer Service Industry

Every year sees new changes to the customer service industry, and 2018 has been no different. This year, the focus has been on improving customer service in order to meet growing expectations. Here are 5 trends that are influencing the industry right now, and they’ll likely continue – and be built upon – in 2019.

  1. Chatbots are providing customer care.

According to IBM, by the year 2020 as much as 85% of customer interactions will not be handled by a human. For the contact center, this means making sure chatbots are providing a great experience for the customer – poor technology or chatbots that are used incorrectly can seriously impact your bottom line.

  1. Cloud-based customer service software is the norm.

Contact centers that rely on cloud-based solutions can have remote agents located around the world. This means that different time zones and extended hours can be covered, offering customer service practically any time and from anywhere. This software can give a complete history of customer interaction, including past communication and notes that agents make about a customer.

  1. Success of the team has become a priority.

If individuals can provide great service, then teams of excellent agents can do even more. Teammate success is now a priority and contact centers are investing more in educating and training their teams. One way of making customer service teams more successful is by hiring agile agents who can handle more than one type of job.

  1. Increased reliance on self-service.

Self-service has been trending for a long time, but now companies are taking self-service to the next level by personalizing it. For example, customers may be shown only certain self-service options based on the products or services they have. This means that customers can get quicker access to the information they need without having to weed through an entire knowledge base.

  1. Software will seamlessly integrate.

Contact center technology systems are a big expense and they carry out integral jobs, like analyzing data and storing all sorts of customer information. Since software is so essential to the contact center, it’s important for different software and tools to integrate with one another. We’ll continue to see software that’s specifically designed to work seamlessly with complementary software so that you can piece together the best system for your contact center.

Have you noticed trends in the customer service world? Tell us about them in the comments.

3 Ways to Prioritize Your Agents for a Better Customer Experience

A great customer experience isn’t coincidental. It’s carefully crafted, highly intentional and, most importantly, it’s hard.

A mere 8 percent of customers think they’re receiving an awesome customer experience, according to a study from Bain & Company. And of those who have a really great experience, 68 percent of them attribute it to a pleasant agent, according to another study from American Express. Furthermore, 62 percent said the agents’ knowledge and resourcefulness was key to their positive experience.

You know knowledgeable and empowered agents provide a better customer experience, yet you’re still plagued by insane turnover rates, frustrated workers, inefficient workflows and misaligned processes in the contact center. Why?! And what can you do to fix it?

Start prioritizing your agent experience.

Think about it, when your agents feel they’re working well – when they’re efficient, effective and aligned – they work harder. They know what your expectations are and how they’re impacting the greater vision of your company. Agents that are motivated, engaged, and empowered are happier and more satisfied with their jobs. And, they’ll provide better customer care.  They can see how their actions impact a real, live human by creating a better customer experience.

But if they’re stuck in a broken process, fumbling through outdated technology paired with a manager that has too much on their plate, their ability to drive positive experiences flounders into a sea of nothingness. And if they’re frustrated, the results on your team morale are toxic.

You’re searching high and low for coachable moments, without any time to actually coach, amplifying the negativity. And to top it off, the outdated tech stack your center’s using is mismatched with what your customers are using. For instance, your customers (and your agents, for that matter) are used to texting, sending pictures or videos, chatting on a live chat or using social media to communicate, switching from one place to another without losing context.

But your business is not.

It’s time for contact centers to put agents’ success at the top of the priority list. Start building your agents’ confidence and empowerment. But what exactly does agent success look like? Here are five ways to prioritize your agents and improve their (and your) success.

Three Ways to Prioritize Your Agents

  1. Start (and continue) coaching

The single most important thing you can do as a contact center manager is coach your team. But managers are struggling to train their people well. On average, managers are spending 53 percent of their week looking for coachable moments rather than actually coaching. Yet, studies show frequent touchpoints, with specific examples increase employee satisfaction, engagement and performance. And, it creates a culture of trust company-wide.

  1. Use the right tools

Efficient tools and processes increase agent productivity and satisfaction. Think about it: If your agents have to fumble through a messy process, touch eight different tools in under three minutes, just to find a clue to answer the customer’s problem, they’re going to get a little flustered. But offering up the right tools (with coachable moments built in), with processes meant to enhance the workflow, not stifle it, creates more effective and efficient agents – and happier customers.

  1. Empower them

Empowered agents work with more autonomy. They see more first contact resolutions and have clarity in where they’re impacting your company’s vision. Workers place a high value on employee empowerment, whether they’re in a contact center or somewhere else in the company. It’s simple, they want to feel supported and respected. They’re hungry to perform at or above your customers’ expectations, but they need the right tools to be successful and effective.

Sharpen has created a solution designed to remove the inefficiencies that are plaguing your agents, their quality of life and their ability to provide a positive customer experience every time. Join their webcast as they talk about key trends driving new opportunities for agent empowerment and how contact centers can take advantage ASAP to improve their agents’ experience.

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

How Employee Engagement Can Reduce Agent Turnover

How Employee Engagement Can Reduce Agent Turnover

With so much focus on the customer journey, it’s easy to forget that contact center agents have their own journeys, too. According to ICMI, more than 40% of contact centers estimate that agent turnover comes with a cost of more than $25,000 annually. It’s impossible to prevent all agent turnover, but some causes can be addressed and prevented. The happier agents are, the better their customer service will be.

Compare Management Practices

Your contact center’s business practices – such as benefits, salary and schedules – need to match or beat industry standards. If an employee knows they’ll get higher pay and a more flexible schedule at a different contact center, or at most other contact centers, their focus will be on getting a job elsewhere.

Give Additional Responsibilities

For an employee to value their job, they have to feel like they are doing something valuable. Giving your agents responsibilities from the very beginning lets them know that they’re an integral part of the team. Expectations should be clearly defined and they should know who they can go to when they have a question, concern or suggestion.

Setup a Rewards Program

Contact center agents should be recognized and rewarded when they do an outstanding job. A rewards program can motivate employees to continually strive to do better. By creating incentives, agents will be more engaged with their work and their job satisfaction will increase.

Support Each Agent’s Career Path

Managers need to understand that each employee is going to have their own set of goals. Instead of expecting every person to stay in the role they started in, it’s better for both the agent and the company to create an environment where there are promotion opportunities. Open positions should always be filled internally whenever possible. When an employee knows they’re working towards something, like a better role in the contact center, they’ll be encouraged to work harder to show that they’re the right person for the promotion.

Hiring agents is undoubtedly expensive. Costs include screening, recruiting, interviewing, hiring and training. If the agent provides poor customer service, that’s another hidden cost, one that’s difficult to measure but no less important. Once you have a new contact center agent on board, it’s important to keep them happy, engaged and informed. Aim to keep them content with their job so they will continue to work hard for you.