I did get a chance to talk to a percentage of attendees, and I observed one trend which I found eye-opening:
A handful of contact centers today are still running their key call monitoring and workforce management processes with Microsoft Excel!
Organizations like the NECCF exist to help contact center professionals learn what is available to help them in their day-to-day contact center lives, and the industry consultants and analysts will likely be less surprised than I was about the amount of companies still using Excel.
In fact, using Excel must be better than using nothing. I am sure many managers have done many amazing things with Excel macros and pivot tables.
Still, the ROI and benefits of automating those processes seem extremely compelling:
- Time Savings: Not only will supervisors be freed up to do additioal tasks, they can also evaluate more recorded interactions, including screen recordings, web chats, email support and more. They will also be able to evaluate the most important interactions based on the data analytics streaming through their dashboards.
- Cost Savings: Under and Over staffing is a challenge which can be solved quickly with the right workforce management solution.
- Efficiency gains: Average Handle Time and First Call Resolution are two key metrics which can be improved with the help of a call monitoring system.
- Customer Service Improvement: Using an advanced call monitoring solution will allow your staff to ensure training focuses on the key needs for improvement.
- Improve Scheduling: With the help of an automated workforce management solution, schedulers can create forecasts & schedules based on multi-skilled agents with the click of a button. Another click will yield what-if scenarios.
- and the list goes on and on...
I suppose there still are reasons (cost may be one, but even the cost of a robust, scalable enterprise workforce optimization solution has been made more affordable in recent years) companies resist bringing in a modern, automated workforce optimization solution. I just can't think of any.
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