The Contact Center Simplified: 3 Ways to Turn Theory Into Practice

In our last two blogs, we introduced the concept of simplifying the contact center and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programs and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice. Let’s explore how to use the latest Workforce Management (WFM) solutions to simplify your contact center.

Simplify the Contact Center with WFM

In a world of remote and hybrid work, traditional ‘walking the floor’ to spot problems and resolve issues is not an ideal option. Now, the emphasis is on how to diagnose and remedy issues remotely. This a challenge that requires simplification.

Fortunately, the latest advancements in WFM has simplicity built into it’s DNA. The best solutions have many features, including:

• Call recording
• Quality management
• Workforce management
• Multichannel analytics
• Data management

These connect the dots between organizations and changing customer needs.

Three Ways to Turn Theory Into Practice

Let’s explore some ways you can use technology to turn simplification theory into practice.

1. Keep It easy, Personalized, and Smart

It is important to recognize that simplification applies equally across the board. This includes those running the show—operations managers, supervisors and resource planners—as well as customers and advisers. In order to build simplicity in ways that satisfy all stakeholders, contact centers need to adopt technology and processes that are:

• Easy – Begin by removing unnecessary manual tasks to combat complexity. Why spend countless hours searching for data on customer interactions or manually managing internal roles and schedules when you don’t have to? Simplify processes and technology to spend more time on what matters most: your customers and employees.
• Personalized – Think about providing advisers and managers with experiences that make sense for their individual work styles, needs, and goals. When it comes to technology, look for a partner prepared to invest time and effort to tailor solutions to your specific requirements. They should be focused on reducing complexity at its core.
• Smart – This means understanding what your customers need before they even ask. Find ways to better predict customer interactions based on previous data and insights. Then add performance coaching opportunities to help align your agent’s skills with changing requirements.

Banish Complexity with Your Hybrid Workforce

Behind the scenes, sophisticated desktop analytics deliver vital digital intelligence. They do this by unearthing any slow or badly designed applications, systems, and processes that make agents’ lives harder than they need to be. It’s time to turn theory into practice and add simplify the contact center. Learn more in our actionable guide to addressing the needs of a hybrid workforce.