best practices roundtable: the future of wfo

Best Practices Roundtable: The Future of WFO

JULY 2021

Alexander Wareham, Pre-Sales Engineer, Calabrio

Paul Chance, Senior Product Marketing Manager, NICE

Kelly Koelliker, Director, Content Marketing, Verint

© 2021 Verint Systems Inc. All Rights Reserved Worldwide.

Kelly Koelliker

Sr Director, Content Marketing

Innovations for

Today’s Workforce

The Future of WFO

DATE | LOCATION



• Traditional Quality programs only cover <1% of

calls

• Digital channels and bot usage is up, but most

companies don’t monitor these interactions at all

• Supervisors have also lost the visibility that

came from being able to ‘walk the floor’

• Changing regulatory environments have made it

increasingly harder to check compliance of

humans and bots across voice and digital

channels

Quality and Performance:

What is Changing?

3© 2021 Verint Systems Inc. All Rights Reserved Worldwide.

© 2021 Verint Systems Inc. All Rights Reserved Worldwide. 4© 2021 Verint Systems Inc. All Rights Reserved Worldwide.

Forecasting & Scheduling: What is Changing?

• Ongoing evolution of “work from anywhere”

even after the Pandemic response

• Continuing shift in channels… more digital

• Cross use of workforce in different

departments

• Balancing mix of work between human and

bots

• Employee’s increasing expectation for

flexibility (gig economy)

• Need for employee well-being and welfare


Handling customer interactions, especially when working remote,

is becoming increasingly challenging

Customer AuthenticationCould this be a potential fraudster?

Up-sell and Cross-sell Is there an opportunity to offer

additional products or services?

Knowledge and Applications Where do I find the answer to the

customer’s question?

CX Sentiment and Empathy What is the customer’s emotional state?

How will they rate this experience?

Policy and Compliance Am I following procedures?

Efficiency and Cost Is my handle time too long?

5

What’s on a Contact Center Agent’s Mind

© 2021 Verint Systems Inc. All Rights Reserved Worldwide. 6

With Automated Quality

Management, you can

automatically review up to

100% of Interactions


• Automatically feed Performance

Management

• Automatically alert when agents’

KPIs fall below acceptable range

• Automate agent assistance in the

moment

• Automate workflows

• Analyze quality across channels

Not Just Review


Context is Critical in Real-Time

Verint Real-Time Agent Assist accurately identifies

what's being said, how it was said and desktop

activities, providing real-time assistance through a

unified Work Assist application.

• Linguistic Triggers: Identifies the specific keywords and

phrases, including positive and negative sentiment,

complaints or escalations

• Acoustic Triggers: Identifies long silences, holds and

Interruptions (overtalk)

• Application Triggers: Adds critical context such as

customer profile and determine agent actions


Verint Customer Engagement Cloud Platform

Connecting

Work, Data, and

Experiences for

Boundless

Customer

Engagement™


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Engage With UsThank You

A FEW TIPS AND BEST PRACTICES FOR WFO

11

Analytics Tools And Data

Can Be Used Everywhere

12

Automate the Compliance

Component of Quality

Arm the WFM RTA Teams with

Tools for Root Cause Analysis

Training Organizations to

Identify Trends Heard from

Learners or Customers

GOATS: A Simple Acronym to Ensure More

Accurate Forecasting

13

G

O

A

T

S

Generate

Discuss with Others

Adjust

Track

Specific person accuracy

• Understand the uniqueness

of each channel (including

AHT calculations)

• Understand prioritization and

interruptability of each

channel definition

• Understand the impact of

digital channels to your multi-

skill, multi-session efficiency

factor on your schedule

Resist the Urge to Simplify the Complexity of Digital Channels

14

15

[email protected]


#1Turn Your People into Ambassadors

GIVE EMPLOYEES MORE FREEDOM

MOTIVATE EMPLOYEES TO IMPROVE

DELIVER THE FEEDBACK AGENTS NEED

INSPIRE POSITIVE COMPETITION


Capture every interaction

Eliminate data silos

Align the contact center with key business objectives

#2

Deliver Outstanding

Omnichannel Customer

Experiences


#3Put Your Data to Work

Work Smarter. Focus your attention on what matters

most

See business opportunities emerge

Fuel innovation. Drive revenue


Thank youwww.calabrio.com

ALEXANDER WAREHAM

Pre-sales Engineer

[email protected]

Best Practices Roundtable: The Future of WFO

Q&A

Alexander Wareham, Pre-Sales Engineer, Calabriowww.calabrio.com

Paul Chance, Senior Product Marketing Manager, NICEwww.nice.com

Kelly Koelliker, Director, Content Marketing, Verintwww.Verint.com

best practices roundtable: the future of wfo

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