Contact centers have always struggled to maintain peak staff performance capacity on limited budgets. Today a new approach to optimizing the value of live agents and automation working together is making it easier to maintain capacity and even to expand it.
Leveraging its unique, real-time capabilities, Automation for your workforce boosts staff planning flexibility and expands in-call agent support. This creates additional capacity which contact centers can allocate to wherever it will produce the greatest benefit—whether to drive more productivity from existing staff configurations, upgrade agent skills, etc.
How will you leverage your extra capacity?
The choice is yours!
Satisfying unpredictable customer demand with pre-scheduled agent teams has always been a challenge. Even the most carefully crafted capacity plans can quickly unravel in the face of unexpected spikes and dips in demand. That forces workforce managers into reactive “firefighter” mode to try to limit the seesawing imbalance between agents and customers.
The need to modify schedules manually makes it hard for managers to maintain service level under fluctuating conditions. Automation’s dynamic responsiveness reduces the risks of variance, assures coverage, and even leverages unforeseen opportunities to deliver training and other support to agents.
Contact center automation delivers a consistent work experience to your agents no matter where they’re working from. It provides the same engagement features and robust, in-call support, making it easy for agents to deliver great customer experiences from their home or in-center workstations.
Automation streamlines contact center operations by automating intraday scheduling and dynamically leveraging unexpected downtime to provide agents with training, coaching and other required off-phone activities when customer
demand is low.
Automation monitors excessive talk and hold times and prompts agents with offers of assistance when preset thresholds are crossed. By identifying and leveraging unexpected moments of opportunity, automation carves out more precious minutes for employees to work strategically rather than reactively.
Real-time automation proactively prompts agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.