The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly.
Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well.
Many WFM and QM tools are sold separately and have to be integrated into existing platforms. The segmentation of tools leads to silos. Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools.
In UJET’s 2020 The State of Customer Experience Survey, 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.” This shows that buying separate and unintegrated solutions creates problems. Making each solution communicate efficiently requires a lot of technical overhead.
Some companies might try and sell an “all-in-one” solution that’s a bundle of solutions. That bundle may just be a repackage of existing individual tools. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations. This will ensure that the platform is able to freely share data across multiple tools.
Benefit: Remove silos, improve data collection and reporting
Real-time Customer Support Management
In the new norm of remote customer support, it’s more difficult to keep track of agents. When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. Workforce management is the best tool for supervisors to understand how customer service teams perform.
Supervisors proactively monitor agents and agents have a clearer window into their own performance. This allows agents to always know their performance rather than wait for a weekly or monthly check-in. Supervisors can monitor metrics and optimize performance. Customer service has to be a proactive organization and constantly improve the customer experience.
Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. Agents can monitor personal performance and improve support daily.
End-to-End Customer Experience Transparency
Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. But these metrics only show a specific perspective of the customer experience.
A quality management solution reveals both sides of the customer and agent experience. It is a tool that will collect data that can be segmented into useful reports. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention.
Use this information to guide the changing landscape of digital customer support. Knowing the experience from the first contact to issue closure, repeated millions of times, will reveal trends to build an improved strategy for positive customer experience.
Benefit: Constantly improve customer experience and discover the effectiveness of remote customer service.
Seamless Data Reporting and Revealing Trends
Data is always an important ingredient for building strategy. With agents working remotely, collecting and digesting this data is even more important. It also proves why a unified workforce engagement solution is necessary. The platform is able to share data across different solutions natively without any data loss or corruption.
Quality management reveals insights into the quality of your customer service while workforce management provides data on the agent providing and customer interaction. This raw data is inputted into native analytics and reporting tools to provide deep insights.
Benefit: Remove potential data loss, see a native and holistic view of the support organization, reveal trends for improvement
Data Unification through a Single Platform
Customer service is now remote and monitoring performance and support quality is a bigger and potentially more challenging priority. Without that information, contact center teams will be reacting instead of creating proactive scheduling and strategy.
Rather than using multiple tools that are connected through APIs, unifying workforce management, quality management, analytics, and reporting into a contact center workforce optimization suite will improve a support organization from start to finish.
Learn more about UJET and Calabrio and see the partnership in action.