Too often the WFM teams find themselves caught between two worlds. Between data-driven decisions and gut feeling, between customer needs and agent needs, between automated workflows and manual interventions. How often have you heard “WFM is both art and science”, and it’s true! Sometimes the tension benefits the environment, refining processes and people towards excellence. Other times the tension is unnecessary and just causes friction without benefit. That unnecessary friction, lacking any real benefit, is often because of pointless manual work. Do any of these manual processes sound similar to your environment?
The PTO Balancing Act
You have a workforce management software that can approve or decline PTO requests based on forecasting and staffing. It’s a powerful tool, but it falls short in one critical aspect—it can’t see your agents’ actual PTO balances. The result? Your WFM team ends up manually approving or declining requests, creating unnecessary work. Or perhaps, your system has a bucket for PTO balances, but it’s not synced with the HR/payroll system, and you’re still left with a manual process to ensure alignment. It’s a headache, to say the least.
The scenario becomes even more challenging during peak vacation season when many of your agents need the same day(s) off. It’s not only adding unnecessary frustration to your WFM team’s process, but it also adds a delay to the approval process for your agents. All because two systems don’t automatically synch up.
The Isolated Omnichannel Platform
You’ve invested in a cutting-edge omnichannel platform that promises to revolutionize your operations. It’s packed with features, but here’s the catch—it’s not connected to the rest of your ecosystem. Quality management, workforce management, performance management—everything has to be manually linked to the new platform. The IT team assures you they’ll build an automated process, but they’re swamped, and it won’t happen anytime soon. Now you’re stuck with manual data entry and countless workarounds.
This isolation not only hampers efficiency but also hinders your ability to adapt quickly to changing customer needs. You find yourself in a dilemma, torn between the potential of the omnichannel platform and the reality of manual data integration.
Your role as a WFM leader is about optimizing resources and ensuring that customer interactions run smoothly. The disconnect between your new omnichannel platform and the rest of your tools is like driving a high-performance car on a muddy track. You have the power, but the environment holds you back.
The Not So Real-Time Dilemma
Your WFM and ACD platforms talk to each other, but it’s a conversation that happens only once an hour. The data is reliable, and you can reforecast intraday, but there’s a crucial piece missing. You can’t monitor agent statuses in real time against their schedules. It’s a back-and-forth game, and it consumes your day.
You see the agent status on one screen and look to another screen to see their schedule. By the time you realize that they are in the wrong state they’ve already moved on and you’ve lost them in a sea of agent extensions. Your real-time adherence team spends their whole day trying to move back and forth between two screens that you’re concerned they might need FMLA to deal with the whiplash!
The hour-by-hour data transfer may not seem like a big issue, but in the world of WFM, a lot can happen in an hour. Service levels can fluctuate, agents can become unavailable, and customer interactions need immediate attention. The inability to monitor agent status in real-time adds unnecessary complexity and manual processes to your already chaotic environment.
Maybe There’s Another Way
Now, picture this: Call Design connectors that make all your horribly manual processes go away.
No more manually checking the HR system to find the PTO balances. With the right connectors, the information can be brought into the WFM tool AND the information can be pushed back into the HR system. So now your WFM team can fully leverage the automation your platform has but was lacking the real PTO balances.
Your omnichannel platform can seamlessly integrate with the rest of your tools with the right connectors. Eliminating manual data entry and giving your WFM team’s Ctrl C and Ctrl V buttons a rest.
The hourly data feed becomes real-time, letting you track agent statuses against real-time schedules effortlessly, and your RTA team sings your praises.
As a WFM leader, the impact of these data connectors goes beyond solving technical challenges. It’s about creating a work environment where your team can focus on what truly matters—delivering exceptional service while maintaining a work-life balance. These connectors might just be the missing piece of the puzzle that empowers you to excel in your role.
In the world of WFM, challenges are aplenty, but solutions are invaluable. Call Design’s data connectors are not just a technological fix; they’re a lifeline for WFM leaders who understand the nuances of their role. They empower you to make informed decisions, save time, and focus on what truly matters—creating a happy, engaged, fulfilled, and aligned workforce.
La temporalidad de festividades del Q4 ha llegado, ese momento del año cuando las demandas puestas sobre el equipo de Workforce Management (WFM) presentan más retos. Llegan uno tras otro: Acción de Gracias, Black Friday, Cyber Monday, Navidad, Hanukkah, Kwanzaa y Año Nuevo, cuando los centros de contacto deben equilibrar los extremos de lo que quieren los clientes y lo que quieren los agentes.
En nuestra lista de deseos para este blog: consideraciones de planificación específicas que pueden ayudar a su equipo de WFM a lograr ese equilibrio esencial y ganar la temporada navideña del Q4.
Su equipo de WFM (el regalo que sigue dando)
Hasta el peor Grinch de un contact center tiene que reconocer el papel fundamental del equipo de WFM durante las fiestas. Su experiencia y sus conocimientos en la resolución de problemas desempeñan un papel fundamental a la hora de determinar si las vacaciones de un contact center serán felices y brillantes o se convertirán en una Navidad azul.
No se trata sólo de satisfacer las demandas de los clientes, sino también de garantizar que sus agentes dispongan de la flexibilidad necesaria para pasar tiempo con sus familias. No se necesita la magia del Winter Warlock para que tanto los clientes como los agentes estén contentos: una planificación y una comunicación adecuadas pueden hacer que funcione.
Analicemos cuatro categorías clave que le guiarán a lo largo del proceso: Pronósticos, Planificación, Tecnología y Coordinación con otros Departamentos.
Pronósticos (No todas las festividades son iguales)
Los pronósticos son la base del éxito del cuarto trimestre. Revise los volúmenes de las fiestas anteriores, las mermas y cualquier cambio en el comportamiento de los clientes durante la temporada. En estos tiempos de cambio, compare los datos de varios años para crear un pronóstico más preciso. Recuerde que no todas las fiestas tienen el mismo impacto previsible.
El Día de Acción de Gracias es normalmente más fácil de predecir ya que es un jueves, al igual que se sabe en qué días caen el Black Friday y el Cyber Monday. Sin embargo, la fecha real de Acción de Gracias cambia, y si su sector tiene ventas a final de mes, puede que se encuentre en un entorno promocional de Cyber Monday + Fin de Mes. Navidad y Año Nuevo también son un reto para proyectar con los días flotantes y los días observados que van junto con ellos, impactando el volumen de diferentes maneras dependiendo del día de la semana en que caen, y cómo cambia de año en año. La clave está en considerar cómo los días festivos pueden ser los mismos año tras año, y cómo pueden cambiar en función de las nuevas promociones.
Programación (Una cucharada de azúcar ayuda a bajar la OT)
La comunicación efectiva es clave cuando se trata de programar durante las vacaciones. Comience por comunicar su plan de programación con antelación y hágalo repetidamente para asegurarse de que todo el mundo está de acuerdo. Si su centro de contacto está abierto en un día festivo y el volumen es menor, solicite voluntarios entre sus agentes para cubrir la base y luego asigne las horas restantes, que normalmente recaerán en los agentes de menor antigüedad, pero recuerde prever una reducción mayor para los agentes que no se ofrecieron voluntarios.
Si su centro cierra un día festivo, considere la posibilidad de trasladar a los empleados que normalmente tienen previsto trabajar ese día a uno de sus días libres entre semana. De este modo, podrá utilizar más horas de personal sin incurrir en horas extraordinarias.
Para tener en cuenta un mayor volumen después de las vacaciones, añada horas a los horarios de los días siguientes. Por ejemplo, si cierra el lunes, añada 2 horas a los horarios de los agentes el martes y 2 horas el miércoles antes o al final de los turnos. Sí, es como las horas extras obligatorias, pero incluir las horas extra en la programación de vacaciones y explicar la razón por la que es inevitable siempre es útil.
Insista a sus stakeholders en que el trabajo en equipo es vital para superar las festividades, y que una cantidad manejable de dolor por parte de todos los miembros del equipo ayudará a evitar que se acumule una cantidad insoportable de horas extras en unos pocos agentes desafortunados. Además, asegúrese de tener en cuenta cualquier restricción estatal o laboral/sindical a la hora de realizar cambios.
No es mala idea mantener un exceso de personal para hacer frente a picos de volumen inesperados. Esto le permite ofrecer Tiempo Libre Voluntario (Voluntary Time Off or VTO) como forma de gestionar la carga de trabajo sin tener que recurrir a las horas extraordinarias o hacer un esfuerzo de última hora para obligar a los agentes a trabajar más horas. Si aún no lo ha hecho este año, considere la posibilidad de realizar ofertas anuales de vacaciones en el futuro para ayudar a repartir equitativamente la carga de horas extra entre sus agentes. Rote anualmente las asignaciones de vacaciones para evitar que los empleados trabajen los mismos días festivos cada año.
Tecnología
La colaboración con sus equipos de telecomunicaciones y TI es crucial para garantizar que su centro tenga la capacidad de gestionar el volumen de contactos previsto en los días punta. Si su centro utiliza troncales SIP basadas en la nube que ofrecen la elasticidad necesaria para gestionar automáticamente los picos, es increíble, pero asegúrese de que su infraestructura puede gestionar el aumento del volumen de contactos. Un ejemplo real de uno de los miembros del equipo de diseño de llamadas fue un lunes después de Acción de Gracias en el que el centro de contacto se quedó sin licencias de Citrix y los agentes no pudieron iniciar sesión para atender llamadas de voz.
Prepárese para un volumen elevado incorporando mensajes en su IVR para notificar a los clientes los posibles tiempos de espera prolongados; esto también puede ayudar a desviar las llamadas a otros canales si están disponibles. La comunicación regular con su departamento de TI también puede ayudarle a estar al tanto de cualquier congelación de la tecnología de TI prevista para finales de año.
Además, asegúrese de aprovechar al máximo la funcionalidad de cara al agente y al supervisor que debe ofrecer su software de WFM: comunicar los últimos cambios de horario a los teléfonos móviles de los agentes les mantiene al tanto de cualquier cambio repentino que el equipo de WFM tenga que hacer, incluso si los agentes no están conectados. La capacidad de enviar ofertas automatizadas de VOT/VTO en cualquier momento es extremadamente útil, y la capacidad de procesar estas solicitudes automáticamente permite al equipo de WFM responder rápidamente, lo que es crucial durante un cambio repentino en el volumen de contactos.
La oferta de turnos flexibles (shift bidding) puede ayudar a que esas 2 horas extra añadidas a su horario pasen de ser obligatorios (que no sólo son desmoralizadores, sino que además podrían distribuirse de forma desigual accidental, haciendo que algunos agentes se sientan injustamente aprovechados) a experiencias más voluntarias que permitan a los agentes que quieran horas extra elegir solicitarlas cuando estén disponibles.
Por último, las capacidades de previsión What-If son una herramienta extremadamente valiosa para permitirle hacer planes de contingencia para: la posibilidad de cambios repentinos de volumen o AHT y los beneficios de desviar llamadas a canales digitales.
Coordinación (sharing is caring)
La comunicación eficaz con otros departamentos es vital. Manténgase en sintonía con su equipo de marketing y ayúdeles a comprender el impacto de las campañas de marketing que aumentan el volumen de ventas durante las temporadas de gran volumen. También debe coordinarse con Formación y Recursos Humanos para asegurarse de que completan cualquier formación necesaria para los empleados antes de las vacaciones.
Identifique y busque recursos formados disponibles que puedan estar de guardia para apoyar al centro de contacto en caso necesario. Los supervisores, formadores y empleados de back-office pueden servir de apoyo para diversos tipos de contactos con los clientes.
Los sectores de las aerolíneas y el comercio minorista han puesto de relieve la necesidad de planificarse a uno mismo y a sus socios antes de la temporada de vacaciones y rebajas, especialmente si hay socios de BPO implicados. Además de garantizar la exactitud de las previsiones, es necesario asegurar una dotación de personal adecuada, tanto interna como externamente. Los socios de BPO deben ser notificados lo antes posible sobre el personal que se requiere de ellos para que puedan llevar a cabo la contratación y la formación adecuadas para la demanda adicional.
¿Deprimido por el frío? Ponte en contacto con nosotros
La mayoría de los que trabajamos en Call Design sabemos perfectamente cómo se siente el equipo de WFM en esta época del año. Si este año ha recibido carbón en su calcetín de WFM, estamos aquí para ayudarle. Póngase en contacto con nosotros si necesita ayuda para enfrentarse a los retos de previsión y programación que surgen en el cuarto trimestre.
In a post-pandemic workplace landscape, the future is clear: it’s hybrid. According to a recent Gallup article by Ben Wigert, Jim Harter, and Sangeeta Agrawal, eight in 10 remote-capable employees expect to work in a hybrid or fully remote fashion. This shift is a testament to the changing dynamics of the modern workplace, and as Workforce Management (WFM) leaders, we need to stay ahead of the curve. At Call Design North America, we’ve always believed in aligning with the latest trends and research, and we’re thrilled to share our insights on why the Alvaria Workforce Reserve is more relevant than ever.
The Changing Landscape
Since the onset of the pandemic, the global workforce has been navigating an ongoing experiment in remote work. The tug-of-war between employers and employees on returning to the office has been a consistent headline. Yet, as organizations like Meta, the U.S. federal government, and Zoom mandate hybrid work, it’s clear that the office landscape is evolving.
As WFM leaders, it’s crucial that we understand the implications of this shift. Gallup’s extensive research shows that hybrid work is the new norm, with a significant percentage of employees embracing it. In fact, only 20% of remote-capable employees work entirely on-site, while 29% are fully remote, and 50% work in a hybrid model.
(Another example of a changing landscape: Franconia Notch State Park in October)
Best Practices for Hybrid Workplaces
As hybrid work becomes the new norm, it’s essential to leverage key insights from Gallup’s research while tailoring them to your organization’s needs:
Define a Compelling Office Experience: With remote work on the rise, leaders should make in-office experiences purposeful. The office should be a hub for collaboration, professional growth, and relationship-building. Design hybrid policies and office spaces that inspire teamwork and align with your organization’s culture.
Empower Teams to Shape Hybrid Work: Rather than imposing rigid guidelines, encourage teams to adapt hybrid work practices to their unique requirements. Collaborative decision-making ensures team members understand their roles and responsibilities, fostering a sense of shared ownership.
Enhance Performance Management: Trust in hybrid work hinges on accountability. Implement a performance management system that provides visibility into goals, key metrics, and regular progress checks. Beyond metrics, prioritize coaching and behaviors aligned with your organization’s values.
Invest in Training: Equip managers and teams with the skills needed to succeed in a hybrid work environment. Training is crucial to ensure effective collaboration and leadership in this evolving landscape.
Adapt Office Space Strategically: As the nature of work changes, consider the impact on office space. Reconfigure your workspace to accommodate a hybrid workforce and embrace the shift toward remote participation in meetings. Ensure both office and home environments are optimized for productivity and collaboration.
The Role of Alvaria Workforce Reserve in Achieving Best Practices for Hybrid Workplaces
As contact centers transition to hybrid work, Alvaria Workforce Reserve can play a vital role in aligning with best practices tailored to the contact center.
Define a Compelling Office Experience: In the contact center, it’s crucial to make in-office experiences purposeful. Contact centers should be hubs for collaboration, professional growth, and relationship-building. Alvaria Workforce Reserve streamlines seat assignment changes, ensuring that when employees come into the office, they find seats that match their needs. This design encourages teamwork and collaboration, enhancing the overall office experience.
Empower Teams to Shape Hybrid Work: Reserve empowers teams to adapt to hybrid work practices by automating seat assignments based on business rules, schedules, and capacity. This automation allows WFM teams to have flexibility without the burden of manual seat management. It aligns with the best practice of collaborative decision-making by giving teams the autonomy to shape their workspace.
Enhance Performance Management: Reserve plays a role in performance management by ensuring that employees adhere to their assigned seats, minimizing disruptions, and contributing to schedule adherence for contact center operations. This feature, along with Reserve’s automation capabilities, supports an environment where performance can be effectively monitored and managed, crucial in the context of contact centers and WFM.
Invest in Training for Contact Center Success: With Reserve, contact centers can ensure that agents are optimally positioned based on their specific training needs. This feature facilitates the onboarding process, allowing new agents to be strategically located for better learning and support. Additionally, Reserve can be used to manage seat assignments for training rooms, ensuring that the training environment is conducive to productivity and collaboration.
Adapt Office Space Strategically: Reserve’s automated seat planning and management tools allow contact centers to efficiently generate seating plans for both front and back office personnel. It ensures that the right seats are matched with the right agents at the right time, which is essential in a contact center setting. As the nature of work changes, Reserve supports contact centers in reconfiguring office space to accommodate a hybrid workforce and remote participation in meetings, aligning with the best practice of adapting office space strategically.
(Remote work can sometimes look like early morning work chats by the beach)
What Call Design Offers: Navigating the Hybrid Landscape with Confidence
At Call Design North America, we’ve been at the forefront of the remote and hybrid work revolution for over six years, long before it became the norm. Our extensive experience in navigating the intricate dynamics of this evolving landscape positions us as leaders in the field. We understand the complexities of managing contact centers and WFM teams in remote, hybrid, or in-person settings.
Our seasoned professionals have been leading WFM and contact center teams remotely for more than a decade, accumulating a wealth of knowledge and expertise. CDNA’s commitment to staying ahead of the curve ensures that we’re well-versed in the best practices that enable WFM teams to thrive in any work environment.
Your Trusted Partner in the Hybrid Future
Whether you’re seeking solutions for optimized seat allocation, remote engagement, or strategic workforce management, CDNA has the experience and tools to guide your organization to success. We recognize that every organization’s needs are unique, and our tailored approach ensures that we align with your specific goals and values.
In an era where workplace flexibility is paramount, CDNA is your steadfast ally, offering cost-effective solutions that meet your organization’s evolving demands. As the workplace landscape continues to transform into a hybrid model, our commitment to adaptability and the latest workforce management trends remains unwavering. Embrace the future with confidence, knowing that CDNA and Alvaria Workforce Reserve are here to support your organization on this transformative journey.
After a long road, you’re finally ready to implement. You did the research and selected the platforms you wanted to look at. You sat through too many demos and sales calls and finally selected your new Workforce Management (WFM) platform. The platform has been installed, you’ve set up the initial configuration, and you’ve gone through the training. Everything is ready to go, and then, like an amusement park ride at Disney World, the resistance begins to rise. You start getting pushback from the agents, their supervisors, or maybe even your own WFM team. What is this all about?!
Well, let’s start with why you might be getting some of this internal resistance.
Understanding the Resistance
Internal resistance to change isn’t unique to WFM or contact centers. From professional to personal, non-profits to Fortune 10 companies, the world is full of people who are scared or uneasy about change. Whether it’s because of loss of control, excess uncertainty, or past resentments we need to stop and consider the environment of our key stakeholders. Why might they be resistant to a WFM software change?
1. Agents: Balancing Work and Life
Agents often view changes in WFM software through the lens of their daily routines. This software, more than others, directly impacts their work/life balance. Issues like schedule selection and management, PTO requests, and overtime availability are vital to them. Study after study has shown work/life balance can have huge positive impacts on employee engagement. When WFM software is introduced to an environment agents are rightly going to be concerned that it may negatively impact their work/life balance and be resistant to this change.
2. Agent Supervisors: The Changing Roles
Agent supervisors are often the bridge connecting management’s directives and the agents on the frontline. When new WFM software is introduced, it can signify a shift in their roles, and this can lead to resistance.
Imagine you’re a supervisor accustomed to handling PTO approvals, schedule adjustments, or real-time monitoring. These responsibilities are integral to maintaining team performance. However, as the new WFM software takes its place, these tasks might transition to automation. For supervisors, this shift can be met with skepticism and apprehension. They may wonder if their importance is diminishing, as the software now handles functions they previously managed.
3. WFM Team: Embracing Automation
Similar to the supervisors, the WFM team may see the new software as a threat to their roles. Automated forecasting by just clicking a few buttons can feel threatening to a forecast analyst who has built a career on the accuracy of their Excel spreadsheets. Schedule optimization and what-if scenario building can also look like a threat to the WFM professional who has always heard “Your schedules are so creative!” Automation can appear to replace their expertise, potentially leading to downsizing, and this will consistently lead people to resist change.
4. Company Leadership: The Big Picture
For company leaders, software changes represent more than just a shift in tools; they can affect the entire organization. These leaders, responsible for steering the company toward its goals, often view such transitions with a critical eye. They may be concerned that these changes could disrupt daily operations and potentially divert attention from primary objectives. Anything that may negatively impact customers, employees, or the business is going to be met with resistance.
(Sure, we might have forced a dog picture into this blog off of the “adoption” header… but aren’t you enjoying this blog a bit more now that this picture is in here?)
Fostering Buy-In and Adoption
Now you better understand why the people around you may be resistant to change, but what do you do about it? Regardless of role, there are three keys to fostering buy-in and adoption that you need to keep in mind:
1) Know and Connect with Stakeholders
Before you can connect the software to what matters to them, you have to know what matters to them. Get to know your stakeholders and understand their priorities and challenges before you start implementing new software.
Once you know their priorities and challenges you can then connect the new WFM software to what’s important to them. Coming to them with WFM bells and whistles that aren’t grounded in what they care about will do nothing to reduce or eliminate their resistance. Get to know them, and then show them how the new software will help remove their challenges and reach their goals.
2) Don’t Stop Training
You’ll certainly adjust the training of the platform to the audience, but you at least need to introduce the product to all of your stakeholders. Company leaders need a walk-through, the agents need to understand how to submit requests, and the WFM team needs to understand how to administer the platform. We all know the value of training, and differing that training for the audience, but one training isn’t sufficient.
Of course, the contact center environment is often hard-pressed to find another 30-60 minutes for classroom training. However, there are a variety of ways that you can go after additional training.
WFM team members can get additional training through the user groups, WFM networking groups, or 3rd party consulting. This is especially critical as new features are released in the tool and new functionality is made available. They can also sign up for online webinars that they can either attend live or watch the recording afterward.
Agents and supervisors may need less access to consistent training, but the adoption of the platform will benefit from the WFM team making themselves available. This might look like Office Hours where WFM is available to field any questions they may have. It could also take a more structured approach where WFM shares best practices during a town hall or webinar.
The key to long-term adoption is consistent training. Helping people understand the value the platform provides, how it continually adds value to their environment, and how to best use it for their needs. You may not have another 30-60 minutes for in-classroom training, but you shouldn’t need it to still provide additional training.
3) Communicate Throughout the Process
One of the best ways to create buy-in from all your stakeholders is to keep them in the loop throughout the process. You should have already connected with them and you’re able to show how the platform benefits them. But if you’re not communicating with them about the changes that are coming, before they happen, then all of the benefits in the world won’t be able to overcome the resistance to sudden and unknown change.
Agents and Supervisors – You may want to wait until you’ve settled on which platform you’re going with, but letting them know a change is coming in a few months will help. This gives you a chance to explain to them why it’s happening and how the new platform can help them.
WFM Team – You’ll probably want to include them in the research and vetting process. Maybe the whole team doesn’t need to be involved, but you’ll get great buy-in from your team if they feel like their opinion is being heard when it comes to selecting the tool they’ll use every day.
Company Leaders – Varying what you share can be important for this group. You don’t want to overshare details with them that they aren’t going to find helpful. However, keeping them in the dark until rollout will also likely frustrate them. Pay attention to how involved they are with the contact center. If they are heavily involved then they’ll likely want updates throughout the selection, training, and implementation process. If they have little to do with the contact center, then just give them an overview as you select the tool and roll it out to the team.
Understanding the Benefits
You get the resistance to change, and you understand how to get buy-in, but maybe you aren’t sure about why people would care about WFM software. As a leader in WFM, we can easily miss the larger picture and just see the value of our environment. Ease of use, increased forecasting, better reporting, and visibility, all these features clearly benefit WFM, but they can benefit others in the organization as well.
As mentioned above, knowing how the software can benefit others is critical for adoption, and you still need to hear from them before you can sell them. But as you’re listening to their challenges and priorities having these benefits in mind may help you highlight the value of the software.
For Agents
Improved Work/Life Balance: WFM software can streamline scheduling, making it easier for agents to request time off, pick up extra shifts, and maintain a better work/life balance.
Empowerment and Autonomy: The ability to indicate their shift preferences and availability can give agents a sense of empowerment and greater control over their work schedules.
Fair Scheduling: With the help of the software, agents can ensure a fair distribution of shifts and opportunities, reducing any perceived scheduling biases.
For Agent Supervisors
More Time for Coaching: With automation handling administrative tasks, supervisors can focus more on coaching and providing support to agents to improve their performance.
Data-Driven Decisions: WFM software provides valuable data and insights that can highlight performance gaps for supervisors and enable more data-driven decisions.
Team Visibility:It can be challenging, especially in remote environments, for supervisors to see who is working and when their team might be able to meet for a team meeting. WFM software can provide them visibility, and could even go a step further in scheduling team meetings at optimal times.
For WFM Team
Enhanced Efficiency: Automation in forecasting and scheduling simplifies complex processes, increasing efficiency and accuracy in their roles.
Creative Scheduling: WFM software can help the team develop more creative scheduling solutions, enabling them to create schedules that meet business needs, while still providing exceptional customer service and employee schedule flexibility.
Real-Time Monitoring: The software provides real-time data, enabling the WFM team to make informed, timely decisions based on the latest customer and employee data. It isn’t just seeing what is happening in the moment, but also better predicting what will happen the rest of the day and making adjustments accordingly.
For Company Leadership
Optimized Staffing: WFM software ensures that staffing aligns with customer demand, reducing unnecessary labor costs and increasing operational efficiency.
Improved Customer Experience: Through efficient scheduling and staffing, the software helps maintain high service levels, leading to improved customer satisfaction.
Increased Employee Engagement: The software can also provide agents the schedule flexibility they’ve been asking for without having to sacrifice customer or business outcomes. This will increase employee engagement, helping the organization retain talent that they likely see as their strategic advantage in the marketplace.
Implementing new WFM software comes with its share of challenges. Agents, supervisors, the WFM team, and company leaders may resist the change, but it can be effectively managed by understanding their concerns and offering ongoing training. Embrace the software’s benefits, such as improved work-life balance for agents, streamlined decision-making for supervisors, and better staffing alignment for company leadership.
At Call Design North America, we’re here to guide you through this transformative journey, ensuring your organization is fully prepared for the transition. We don’t just implement or train and leave, we make sure you are thinking through all of the challenges of change management and helping you avoid common pitfalls. We can also help with continuous training, ensuring you’re getting the most out of your WFM platform.
Change may be challenging, but it’s also an opportunity for growth and success. With the right strategies and the right partner, resistance can transform into enthusiastic adoption, propelling your contact center to new heights.
We may be a little bit biased, but we believe that the role of Workforce Management (WFM) software cannot be overstated. It’s the linchpin that keeps operations optimized and agents in sync. However, we also realize that implementing WFM software is not without its hurdles. One of the most prominent challenges that contact centers face is the complexity of integration. Whether that’s integration to your ACD, HRIS/payroll, or even your performance management platform, all of these systems can benefit from WFM data and your WFM platform can benefit from their data. But too often it isn’t as simple as plug-and-play, but could it be that simple?
Why is Integration Complex?
To grasp the essence of integration complexity, it’s crucial to understand the inherent intricacies that come into play. First and foremost, the challenge arises from the need to synchronize data seamlessly between various systems. When you integrate with WFM software, you’re essentially building bridges between databases and applications that may use different data formats, protocols, and technologies. Too often may feel like you’ve integrated a system but then find out that the data doesn’t match the original system and the WFM system. The challenge to build well-structured and consistently available “data bridges” can be incredibly challenging.
Moreover, the availability of data adds to the complexity. Many systems will say that they integrate with your WFM platform, but they may only mean 2 to 3 data points. This can leave WFM leaders incredibly frustrated as they need a full system integration between ACD to WFM and WFM to HRIS. Also, the data may be available, but the lack of timeliness can often make it pointless. How is WFM supposed to forecast intraday when the interaction volume is only updated daily? Or how can we provide intra-day flexibility to agents when we only get updated PTO allotments weekly?
Lastly, by integrating systems you may disrupt existing workflows, something that most contact centers strive to avoid at all costs. Agents rely on smooth, efficient processes to deliver top-notch customer service, so any disruption is a cause for concern.
Key Platforms for Integration
We’ve already mentioned how WFM can benefit from integration with other platforms. Here are a few key ones to consider:
1. Communication Channels: Integration with various communication channels such as phone, email, chat, and others is essential. Without the ability to access interaction volume, workload time, and unproductive activities, WFM teams will fly blind when creating forecasts and schedules.
2. Reporting and Analytics Tools: For data-driven decision-making, integration with reporting and analytics tools is paramount. WFM may be able to analyze data inside of the channel distribution platform, and they may be able to pull that data into the WFM platform for further review. The ideal scenario, though, is being able to have all of that data in a BI tool. When WFM data is integrated with performance, productivity, and customer experience data WFM leaders are able to better justify the impact of their processes.
3. HR and Payroll Systems:Integrating WFM software with HR and payroll systems streamlines workforce management processes. Sure, your WFM platform may be able to create schedules, but if it isn’t integrated with the time-keeping software then schedule adherence can become an incredibly manual process for the WFM team. The manual work for WFM also increases when PTO approval has to be reviewed in two different systems. When WFM teams can see both the employee’s personal account balance and the forecasted net staffing the PTO approval process can be significantly streamlined. Add an ability to apply checker rules that automatically approve PTO requests based upon If/Then logic and you’ll really be moving!
Additional Considerations
1. Selection of Compatible Software and Tools: Compatibility is not just about technical integration; it’s about harmonizing the various components of your technology ecosystem.
This is where third-party integration companies specializing in building WFM connectors come into play. Companies like Call Design, with decades of experience in this field, offer a unique value proposition. They bring a deep understanding of WFM software and its intricacies, which means they can tailor integration solutions to match your specific needs and platforms.
The advantage of working with such experts is their ability to bridge the gap between your existing systems and the WFM software you’re integrating. They not only ensure compatibility but also optimize the integration for maximum effectiveness. This can save your organization valuable time and resources, as you’re not left grappling with technical challenges.
2. Thorough Planning and Assessment: If we don’t know the value of good planning, are we even doing WFM?!
There’s no sense in looking to ingrate systems “just because”. The platforms need to be helping the WFM team move towards a particular goal, or set of goals, that are supportive of the larger organizational strategy. Sure, improving automation of manual processes is great by itself, but once that manual work is automated what do you do with the labor associated with it? Where will we now have the WFM coordinator’s focus?
The planning and assessment process includes the project and change management necessary for all effective software rollouts, but it also includes mapping out how the WFM team will conduct their work differently once the integrations are complete.
3. Continuous Monitoring and Optimization: Implementing the integrations is just the start of a long process. The WFM team needs to continually review and refine how the data flow is helping or could help additional processes.
It could be that the integration was just meant to improve the connection and accuracy of PTO balances between the WFM and HR teams. However, WFM may also be able to help HR with payroll accuracy based on ACD data coming in for schedule adherence. Or maybe there’s an ability to tie all three systems together. Where the agent logs into the phone system, which logs a clock-in action for payroll, and then submits a schedule adjustment for WFM schedule adherence all done automatically through integrations.
The key here is to continually review what additional systems, processes, and teams might benefit from deeper integrations.
As you consider how your WFM team can benefit from additional integrations, rest assured that experienced partners are here to assist. Call Design, with over 20 years of expertise in building and implementing WFM connectors, stands ready to walk you through the full process. From identifying which platforms you want to integrate with, to building the actual connectors, and implementing the solutions; we are here to help. We understand the challenges you face and are well-equipped to help you navigate the path to seamless integration, ensuring your WFM efforts yield optimal results for your employees, customers, and business leaders. Integrations can be complex, but they don’t have to be intimidating when you have the right partner with you.
In a world where cutting-edge technologies have become commonplace, it’s no surprise that the business landscape is evolving rapidly. Dan Smitley and Shawn McCormick get into the heart of this transformation in a recent conversation.
The buzz around Employee Experience (EX) and Customer Experience (CX) isn’t just a passing trend; it’s a pivotal shift that’s here to stay. But what’s driving this movement, and how is it shaping the way businesses operate? Keep reading if you’re curious about the driving forces behind the EX/CX revolution and how technology can enhance the human element in the workplace.
Dan Smitley: Shawn, why are EX and CX such hot topics?
Shawn McCormick: The buzz around EX/CX topics right now can be attributed to a few key factors. In today’s tech-driven world, many once-cutting-edge technologies have become quite commonplace. Chatbots and AI solutions are almost a dime a dozen now.
However, when everyone in the industry has access to similar tools, the question arises: how can a company distinguish itself? This is where the significance of EX and CX comes into play. With the increasing prevalence of remote work and an abundance of choices, both customers and employees have become discerning consumers. They expect exceptional service, rapid responses, and seamless experiences. Waiting four days for a shipping update, for example, can feel like an eternity in our fast-paced world.
The barriers to entry have significantly diminished, leading to heightened competition. So, the key is differentiation – how can a business retain customers and ensure the satisfaction and well-being of its employees? Happy customers and fulfilled employees often translate into repeat business and sustained profitability.
Dan: Is the growing emphasis on EX/CX simply a generational thing? You know, with all the talk about Millennials and Gen Z, the perception sometimes is that they’re entitled and want everything handed to them on a silver platter.
Shawn: I wouldn’t dismiss it as a generational issue so easily. If you look at the research on work attitudes, service expectations, and even political outlooks, you’ll find that it’s not as simple as labeling these younger generations as entitled.
Let’s consider the facts. Gen Z and millennials are already decision-makers and consumers. They’re shaping the market, and their preferences matter. But here’s the kicker: their desires aren’t solely about entitlement. They seek meaningful work, a balanced work-life equation, and a personalized customer experience.
The resurgence of the labor movement this summer and the calls for narrowing the wage gap between upper management and entry-level employees are signs of these evolving expectations. Young and old generations alike are tired of repetitive tasks that could be automated and yearn for jobs that provide purpose and intellectual challenge.
So, it’s not just about catering to a particular generation; it’s about meeting the evolving needs and expectations of today’s workforce and consumers. And trust me, these changes are not confined to the young. Even as a Gen Xer, I’ve come to value these shifts in priorities, and I don’t think I’m alone in that.
Dan: I hear you saying that improving EX and CX is here to stay, and the bar has been set high. But I’m particularly curious about its impact on the contact center. How has this shift, which maybe we can call a movement, uniquely influenced the contact center environment?
Shawn: On the customer side, the demand for personalized service across multiple channels is undeniable. While some vendors may proclaim that omnichannel is dead, I believe that having the flexibility to meet customers where they want to be met is essential.
However, we should take a critical look at certain strategies, like “call deflection.” While the goal of reducing the number of phone calls is understandable, the philosophy behind avoiding direct customer interaction needs reevaluation. Why would any organization want to distance itself from its customers? The goal should be to offer personalized, value-added service, not just cost-cutting measures.
The good news is that technology is catching up to these expectations. Responsible AI vendors are exploring ways to personalize customer experiences, reduce average handle times (without rushing customers), minimize transfers, and enhance overall satisfaction. We’re at an inflection point where technology can empower both employees and customers.
However, how companies deploy this technology matters. It’s a choice between enhancing customer experience or solely pursuing cost savings by replacing labor. This decision will shape their future success, and it applies to employees as well. People don’t wake up aiming to do a terrible job; they often become disengaged due to a lack of tools and knowledge.
With knowledge management tools and real-time analytics, employees can be informed, empowered, and less stressed. They deserve access to the information they need to provide excellent service. The technology exists, and it aligns with the desire for a relaxed, less stressful work environment where they can excel.
Dan: Shawn, you’ve highlighted the importance of knowledge accessibility in the employee experience and the role of technology in both CX and EX. However, I’m curious whether the CX and EX conversation is primarily technology-driven, or if there’s more to it. Is this truly just a technology movement?
Shawn: The desire for personalization and an improved experience is a fundamental human instinct. Technology is merely the tool that enables us to deliver on this desire. It’s not technology-driven; it’s technology-enabled.
A critical point to consider is that deploying technology without a clear purpose or plan is counterproductive. Just look at chatbots – if you deploy one without a clear understanding of why and how it serves your customers, it becomes another barrier between you and your customers.
The same principle applies to AI. Without a well-defined purpose and a guiding North Star focused on benefiting customers and employees, AI deployment can be futile. If you don’t care about your employees or if you don’t have a clear goal for AI in your organization, it won’t lead to success.
So, whether a company knows its guiding North Star or needs help discovering it, the key is to translate that vision into technology that aids in achieving the goal and supports the team. It’s not just about reducing headcount; it’s about creating better-trained, happier, and more loyal employees who can provide superior service.
Dan: It’s interesting that you see technology, particularly AI and automation, as tools to enhance the humanity in the workplace rather than diminish it. Many discussions in the industry suggest that AI will replace and dehumanize jobs. Can you elaborate on why your perspective differs from this prevalent narrative?
Shawn: Absolutely. Historically, every major technological advancement has raised similar concerns. For example, when Henry Ford introduced the assembly line, it disrupted the horse carriage manufacturing industry, causing people to lose their jobs. But this disruption also created new opportunities and transformed the workforce.
The fear of change is natural, and it requires change management and a thoughtful approach to help employees adapt. However, what’s often missed in these discussions is that when technology is implemented correctly, it can actually make work more human, not less.
Consider a contact center environment where agents face a constant grind of stressful calls, chats, and emails. In such a situation, where is the room for humanity? How can employees think about their culture, purpose, and worth in their jobs when they’re constantly overwhelmed?
If AI is used to relieve some of the burden, like summarizing calls and automating routine tasks, it benefits everyone. It saves time for agents, reduces customer wait times, and allows employees to focus on more meaningful interactions. This shift allows organizations to think about culture, career growth, and job satisfaction. It’s not just about squeezing more work out of employees; it’s about creating a workplace where people can thrive and find fulfillment.
So, while some may focus on the immediate gains in efficiency, forward-thinking organizations see the potential for AI to transform jobs into something more enjoyable and sustainable, rather than just a grind.
Dan: I was thinking and would love your thoughts on this. It’s clear to me that this isn’t just a generational shift, but there seems to be a broader technology enablement movement at play. I wonder how much of this shift is due to increased visibility. Glassdoor, for example, wasn’t a thing 15-20 years ago. Social media and platforms like LinkedIn now allow employees to not only air their grievances but provide critical feedback for everyone to see. This shift is tied to technology, and it’s giving people a voice they might not have had in the past.
Shawn: You’re absolutely right, Dan. The rise of platforms like Glassdoor and social media has given employees and customers a megaphone to share their experiences. It’s not just about generational differences; it’s about transparency and accountability. People have a platform to demand better treatment, both as employees and consumers.
Dan: It’s interesting how technology isn’t just shaping the way we work and serve customers but also how it’s giving people the power to expect and demand better experiences. It’s not solely a generational shift; it’s a broader societal transformation. And as we wrap up this conversation, I see a clear theme: technology is a tool, not the destination. It can enable us to reach new heights in employee and customer experience, but the key is thoughtful implementation.
Shawn: That’s a great way to sum it up. Technology is a means to an end, and that end is creating a workplace and customer interactions that are more fulfilling and human. It’s about achieving authentic, meaningful experiences for both employees and customers. It’s not just about having the technology; it’s about using it wisely to make work and life better for everyone.
If you’re interest in learning more about the connection between EX, CX, and AI you can check out Shawn’s whitepaper on the subject: The CX/EX Connection: Investing in Your Employees. Here he shares the latest research on EX and CX and gives a convincing argument as to why each organization should be looking to invest in their employees.
The world of contact centers has been buzzing with talk of AI for years. From IVR systems and self-service solutions to chatbots and automated email responses, technology has been steadily transforming the industry. But now, it’s different. The advancements in AI technology and its widespread adoption have brought us to a new era. The landscape is shifting, and with it comes a sense of excitement and apprehension. In this blog, we’ll dive into the crucial aspects of dealing with AI in contact centers, exploring whether to embrace it or not, how to think about AI in a people-centric way, and practical steps to prepare for the inevitable changes that lie ahead.
Is this discussion really all that new?
Not really. The truth is, we’ve been anticipating the integration of AI in contact centers for quite some time now. Whether it’s IVR, self-service, chat bots, or email, these technological advancements have been transforming the contact center landscape for years, if not decades. However, what truly sets the current situation apart are the significant strides in technology and adoption. The AI revolution is no longer a distant possibility; it’s already in full swing. As we navigate this new reality, we must acknowledge that AI is set to make a profound impact, and it’s happening now. According to a recent CCW report, 71% of contact center leaders anticipate generative AI making a major impact. As of May 2023, a staggering 85% of American workers have already utilized AI in their work tasks. So, while the idea of AI in contact centers might not be entirely new, the current advancements and adoption rates demand our serious attention.
Should we embrace it or run from it?
The question on everyone’s minds is whether to embrace AI or approach it with caution. The reality is that every organization is on its own unique journey towards AI and transformational technology. It doesn’t matter if you’re a small company seeking to streamline processes or a large corporation looking to automate entire divisions. The key is to take that first step, irrespective of your starting point. As the technological advancements and AI’s influence become more pronounced, some may feel tempted to jump to extreme conclusions about its consequences. However, it’s important to resist those urges. AI is unlikely to lead to universal basic income programs or take over the world. Rather, we are experiencing a “printing press moment,” where the potential of AI is evident, yet its effects remain minimal in the short term. In the long run, AI will enhance productivity by complementing human capabilities. While some support roles may be impacted, the core value of human interaction and expertise will endure.
How we should be thinking about AI in contact centers?
To understand AI’s role in contact centers, let’s draw a parallel with the farming industry. In the past, farming was necessary for families and towns to survive. As technology advanced, fewer people needed to farm, and large-scale operations became prevalent. Similarly, technology has been enabling organizations to offload certain contact center tasks, allowing Business Process Outsourcers (BPOs) to handle the work more efficiently. With the integration of AI into contact centers, there may be further consolidation of these tasks. However, just as farmers’ markets continue to thrive in some cities, there will still be value for companies to maintain their own contact centers, especially if they can provide unique, personalized experiences. It is the middle ground, focusing on the balance between automation and human touch, that will likely get squeezed. Smaller and niche contact centers can differentiate themselves by delivering exceptional customer experiences. Meanwhile, larger centers may opt to outsource certain interactions to BPOs that can efficiently handle high volumes.
We can draw another comparison to restaurants. When we dine out, we don’t visit McDonald’s expecting a Michelin star experience. The quality and speed of service are vastly different. Similarly, AI can provide quick, automated experiences for low-hanging fruit in contact centers, streamlining processes and reducing response times. Some organizations may choose to focus here, catering to customers who prioritize efficiency over personalization. However, others will realize that a more leisurely and personalized experience still holds value for their customers. They understand that some queries or issues require the human touch to be fully addressed.
Even with the increasing automation, the core truth remains—behind all the AI and technology, there is still a person who can solve your problem. While the landscape of contact centers may have evolved, there are still contact centers, albeit they may look different. The key is understanding the expectations of your customers and delivering accordingly. Just as you wouldn’t serve fast food to someone expecting a gourmet meal, you shouldn’t expect fast-food customers to wait for an elaborate dining experience. Balancing the right level of automation and human interaction is the key to successful AI implementation in contact centers.
What steps can be taken now?
As the AI revolution unfolds, there are practical steps you can take to prepare yourself and your contact center for the changes ahead. Start by engaging in meaningful conversations with your current vendors to understand their AI plans and platform direction. Experiment with generative AI in your own environment by automating tasks such as email responses and note summaries. While technology is essential, don’t forget the power of soft skills. Focus on upskilling yourself and your team in areas like empathy and kindness, as these uniquely human qualities will continue to add significant value in a world where AI and automation handle much of the heavy lifting. Additionally, educate your contact center agents about the evolving landscape, centered on helping them grow and thrive rather than replacing them.
The journey of AI in contact centers is neither new nor unfamiliar. We’ve been anticipating its impact for years, but now, with unprecedented technological advancements and widespread adoption, it’s time to face this new reality. Instead of fearing the changes ahead, we should embrace the opportunities that AI presents. As we navigate this landscape, let’s remember the value of human touch and empathy, and how these qualities will continue to play a pivotal role in creating exceptional customer experiences. At Call Design, we are committed to helping you prepare for the AI revolution, empowering your WFM teams to become strategic assets within your organization. Together, let’s forge a path that elevates your contact center, enhances employee fulfillment, and aligns your business for a successful future in the era of AI. Reach out to us today, and let’s embark on this transformative journey together!
Whether it’s personal partnerships or business partnerships, it’s essential to find the right match for your needs and goals. Call Design understands that we may not be the perfect fit for every organization, and that’s ok! We realize our model, approach, and philosophy isn’t for everyone. To help you out we’ve created a short list of reasons why you shouldn’t work with us.
Just Looking for a Platform
You shouldn’t work with us if you’re looking for a vendor that drops off software and leaves. We know some vendors are super successful with a high-touch sales process and low support at or after implementation. That can work for them, but it doesn’t work for us. We believe in building strong relationships with our clients, becoming their trusted partners, and actively collaborating to solve complex business challenges. Our business model revolves around high-touch interactions from sales, to implementation, to account support. We want to invest in your organization’s success. So, if you’re looking for a company to simply provide a platform and not a partnership, you should look elsewhere.
Maintaining Status Quo
Change can be daunting, and not everyone is eager to embrace it. If your organization prefers to maintain the status quo and resists change, we may not be the ideal match. We believe that WFM teams and contact centers can be, and probably should be, the culture champions in their environments. Leading efforts to help transform the organization from the inside out. We love working with companies that want to turn their contact center into a strategic asset, and if you want to maintain a passive, order-taking, tactically focused customer service team. Well, we wish you the best.
Comfortable with High Attrition Rates
“Contact center jobs are hard” – Captain Obvious
High agent attrition rates have become part of an accepted norm in many contact centers. It’s not ideal but it’s a known variable and something that many leaders have gotten comfortable planning for. If you’d prefer to maintain your comfortably high attrition rates, you probably shouldn’t work with us. We believe that WFM solutions can not only enhance operational efficiency but can also boost agent engagement. When done well WFM can provide work/life balance that helps increase engagement and lower attrition rates. We realize the agent engagement play isn’t for everyone, but it’s definitely in our DNA.
One-Size-Fits-All Approach
Lastly, some organizations are looking for a cookie-cutter approach. They want someone to simply come in, plug-in the software, and step away. They don’t want personalization or customizing when it comes to the platform, the training, or the support. Sadly, our approach is all about understanding the customer’s needs and creating a unique plan with them. We check in at least monthly to see if we’re still meeting their needs and we meet in person annually to reassess and align with our customer’s goals. That’s of course on top of our weekly Ask the Expert and bi-weekly Tip of the Fortnight sessions we host. If you’re looking for a one-size-fits-all approach to implementation and support, we can’t help you.
We get it, we aren’t for everyone. Some companies love just getting a platform, maintaining the status quo, continuing high attrition rates, and a cookie-cutter approach to support. To those companies, we probably shouldn’t work together. However, if you are looking for passionate a partnership instead just a platform, for transformation to shake up the status quo, for ways to knock down that attrition rate, or possibly for customized support that puts you at the center; well, we should probably talk. You can reach out to us today and let us know why you think we would be a good fit for your organization.
¿Increíble, aterrador o ambos? ChatGPT ha creado una tormenta de atención desde que se hizo público en noviembre pasado, ganando un millón de usuarios solo en la primera semana después de su lanzamiento. ChatGPT (Generative Pre-trained Transformer) es un chatbot de OpenAI, una empresa de investigación de inteligencia artificial. Su chatbot ChatGPT permite a los usuarios interactuar con la tecnología de inteligencia artificial de OpenAI. Puede escribir poesía (¡increíble!), así como contenido de blog (¡aterrador! hablando como un ser humano que crea contenido), así como textos, canciones, código de software, etc., utilizando el aprendizaje automático para generar texto similar al humano.
Supongo que muchos de nosotros tuvimos el mismo primer pensamiento: “¿Cómo de bueno puede ser realmente? ¿Realmente puede escribir tan bien como un humano? A juzgar por el ejemplo generado por ChatGPT que presento a continuación, mis respuestas son: “Bastante bien” y “Todavía no”. Su experiencia puede ser diferente. Para cualquiera que aún no lo haya probado, le animo a que vaya al sitio web de OpenAI y le haga una pregunta a ChatGPT. Para aquellos de nosotros que hemos sido profesionales de centros de contacto durante años, nuestro segundo pensamiento bien podría ser: “¿Qué impacto podría tener esto en el centro de contacto?”
Los centros de contacto ya están implementando chatbots por muchas razones: desvío de llamadas, el deseo de automatizar contactos que los humanos encuentran abrumadoramente repetitivos, o simplemente para ajustarse a los clientes que desean una experiencia automatizada. Pero todos tenemos evidencia anecdótica de que esas experiencias de chatbot no siempre son exitosas. Uno de mis colegas estaba contando ayer una historia de una experiencia de chatbot CX que la llevó a un callejón sin salida sin respuestas y sin opciones para continuar en otro canal, y mucho menos comunicarse con un agente humano. ¿Podría ChatGPT ser diferente?
Las señales apuntan a que sí: ChatGPT utiliza inteligencia artificial generativa, entrenada con cantidades gigantescas de datos de texto que le enseñaron a reconocer patrones. Su algoritmo utiliza aprendizaje supervisado para proporcionar potencialmente a los clientes respuestas rápidas que sean relevantes para sus consultas. Pero ChatGPT puede superar a los chatbots tradicionales con su capacidad para aprender y adaptarse a las nuevas demandas de los clientes y a una industria de centros de contacto que cambia rápidamente.
Pero no confíe solo en mi palabra, escuchemos lo que ChatGPT tiene que decir por sí mismo. No soy la primera persona en incluir contenido real creado por ChatGPT en un artículo, pero sí le pedí que escribiera un artículo específicamente sobre ChatGPT en el Centro de contacto.
ChatGPT y el Contact Center: revolucionando el servicio al cliente
En los últimos años, el uso de la inteligencia artificial (IA) en la industria del servicio al cliente ha ido en aumento. Uno de los modelos de IA más prometedores para este propósito es ChatGPT, un gran modelo de lenguaje desarrollado por OpenAI. ChatGPT tiene la capacidad de comprender y responder a textos en lenguaje natural, lo que lo convierte en una herramienta valiosa para automatizar el servicio al cliente en el centro de contacto.
Una de las principales ventajas de usar ChatGPT en el centro de contacto es su capacidad para manejar una amplia gama de consultas de los clientes. Con su amplia base de conocimientos y capacidades de comprensión del lenguaje natural, ChatGPT puede comprender y responder a las preguntas e inquietudes de los clientes, independientemente de su complejidad. Esto elimina la necesidad de que los clientes naveguen a través de menús telefónicos automatizados o esperen en la cola un agente humano disponible, ahorrándoles un tiempo valioso y aumentando su satisfacción general.
Cabe señalar que ChatGPT no es un reemplazo completo para los agentes humanos, sino que puede trabajar junto a ellos para mejorar su rendimiento. Los agentes aún pueden estar disponibles para gestionar problemas más complejos, mientras que ChatGPT puede manejar las consultas más rutinarias. Este enfoque permite a las empresas reducir la cantidad de agentes necesarios, sin dejar de brindar un servicio al cliente de alta calidad.
En conclusión, ChatGPT tiene el potencial de revolucionar la industria del servicio al cliente al brindar respuestas eficientes y precisas a las consultas de los clientes. Su capacidad para manejar múltiples conversaciones, comprender texto en lenguaje natural y recopilar datos valiosos de los clientes lo convierten en una herramienta valiosa para el centro de contacto. A medida que la tecnología continúa evolucionando, podemos esperar ver más empresas que adopten ChatGPT y otros modelos de IA para mejorar sus operaciones de servicio al cliente.
No es una mala aproximación al tema. ChatGPT reunió algunos puntos importantes sobre los beneficios potenciales para la Experiencia del Cliente. Incluía un concepto crucial que podría ofrecer cierto consuelo a muchos lectores, que ChatGPT no es un reemplazo “completo” para los agentes humanos. Si yo mismo estuviera escribiendo ese artículo, no haría esa declaración en el mismo párrafo y luego hablaría de reducir el número de empleados. Preferiría centrarme en la idea de que la experiencia del empleado podría mejorarse y todos los beneficios que conlleva un mejor EX: mejor CX, mejor bienestar de los agentes, menor desgaste y una lista de cosas adicionales que podrían llenar un artículo de blog completo por sí mismas.
En esa misma línea de no reemplazar completamente a los agentes humanos, fue el propio CEO de OpenAI quien tuiteó:
Chat GPT es increíblemente limitado, pero lo suficientemente bueno en algunos aspectos para una engañosa impresión de grandeza.
Sería un error confiar en el para algo importante en este momento. Es un adelanto de lo que está por llegar; tenemos mucho trabajo que hacer en los ámbitos de robustez y veracidad.
-Sam Altman
Con algunos penadores eminentes advirtiéndonos que herramientas como ChatGPT eventualmente afectarán la demanda de trabajadores del conocimiento, es posible que el tweet de Altman no alivie nuestra ansiedad. Sin embargo, tiene razón. La versión actual de ChatGPT tiene algunos problemas, uno de los cuales son los errores de hecho en sus respuestas a preguntas directas. También tiene un problema que comparte con otras herramientas de IA, que es que hereda el sesgo de sus datos de entrenamiento. Pero volviendo al problema real de CX de mi compañero de trabajo con el chatbot de una empresa, ¿podría haber estado más insatisfecha con una respuesta plana y sobreescrita de la versión actual de ChatGPT?
Al menos por ahora, ChatGPT no es un reemplazo para la escritura humana que suena a autenticidad, o para un agente humano que está facultado para ser embajador de la marca de su empresa. Herramientas como ChatGPT continuarán evolucionando y mejorando su capacidad para atender algunas necesidades de los clientes, y eso es genial. Es probable que se conviertan en herramientas increíbles para el centro de contacto. Es ese crecimiento de las herramientas de IA lo que hace que sea aún más importante para nosotros tratar a nuestros agentes como seres humanos que necesitan ser reconocidos por sus esfuerzos, recompensados por preocuparse por sus clientes y nutridos con formación, soporte y herramientas de empoderamiento (una que podría ser descendiente de ChatGPT) que necesitan hacer su mejor trabajo.
Amazing, scary, or both? ChatGPT has created a firestorm of attention since it was made public last November, gaining one million users in just the first week after its launch. ChatGPT (Generative Pre-trained Transformer) is a chatbot from OpenAI, an artificial intelligence research company. Their ChatGPT chatbot allows users to engage with OpenAI’s artificial intelligence technology. It can write poetry (amazing!) as well as blog content (scary! speaking as a human who creates content) as well as texts, songs, software code, and so on, using machine learning to generate human-like text.
I’m guessing that a lot of us had the same first thought, “How good can it really be? Can it really write as well as a human?” Judging by the example of ChatGPT output that I’ve presented below, my answers are, “Pretty darn good,” and “Not yet.” Your mileage may vary. For anyone who hasn’t tried it already, I encourage you can go to OpenAI’s website and ask ChatGPT a question. For those of us who have been contact center professionals for years, our second thought might very well be, “What impact could this have on the contact center?”
Contact centers are already deploying chatbots for many reasons: call deflection, the desire to automate contacts that humans find crushingly repetitive, or just to accommodate customers who want an automated experience. But we all have anecdotal evidence that those chatbot experiences are not always successful. One of my colleagues was just yesterday relating a story of a chatbot CX experience that led her to a dead end with no answers and no options to continue on another channel, let alone reach a human agent. Could ChatGPT be different?
Signs point to yes: ChatGPT makes use of generative artificial intelligence, trained on gigantic amounts of text data that taught it to recognize patterns. Its algorithm utilizes supervised learning to potentially provide customers with fast answers that are relevant to their queries. But ChatGPT can surpass traditional chatbots with its capability to learn and adapt to new customer demands and a fast-changing contact center industry.
But don’t just take my word for it, let’s hear what ChatGPT has to say for itself. I’m not the first person to drop some actual ChatGPT-authored content into an article, but I did give it the prompt to write an article specifically about ChatGPT in the Contact Center:
ChatGPT and the Contact Center: Revolutionizing Customer Service
In recent years, the use of artificial intelligence (AI) in the customer service industry has been on the rise. One of the most promising AI models for this purpose is ChatGPT, a large language model developed by OpenAI. ChatGPT has the ability to understand and respond to natural language text, making it a valuable tool for automating customer service in the contact center.
One of the main advantages of using ChatGPT in the contact center is its ability to handle a wide range of customer inquiries. With its vast knowledge base and natural language understanding capabilities, ChatGPT can understand and respond to customer questions and concerns, regardless of their complexity. This eliminates the need for customers to navigate through automated phone menus or wait on hold for a live agent, saving them valuable time and increasing their overall satisfaction.
It should be noted that ChatGPT is not a complete replacement for human agents, but rather it can work alongside them to improve their performance. Agents can still be available to handle more complex issues, while ChatGPT can handle the more routine inquiries. This approach allows companies to reduce the number of agents needed, while still providing high-quality customer service.
In conclusion, ChatGPT has the potential to revolutionize the customer service industry by providing efficient and accurate responses to customer inquiries. Its ability to handle multiple conversations, understand natural language text, and gather valuable customer data make it a valuable tool for the contact center. As the technology continues to evolve, we can expect to see more companies adopting ChatGPT and other AI models to improve their customer service operations.
Not a bad take on the subject. ChatGPT pulled together some important points about the potential benefits to Customer Experience. Crucially, it included a concept that might offer some comfort to many readers, that ChatGPT is not a “complete” replacement for human agents. If I were writing that article myself, I would not in the same paragraph make that statement and then talk about reducing headcount. I would rather focus on the idea that Employee Experience could be improved and all the benefits that come with better EX— better CX, better agent wellbeing, lower attrition, and a list of additional things that could fill up a whole blog article by themselves.
Along those same lines of not completely replacing human agents, it was the CEO of OpenAI himself who tweeted:
With some eminent thinkers warning us that tools like ChatGPT will eventually impact the demand for knowledge workers, Altman’s tweet may not relieve our anxiety. He’s correct, though. Today’s version of ChatGPT has some issues, not the least of which is factual errors in its answers to direct questions. It also has a problem it shares with other AI tools, which is that it inherits bias from its training data. But going back to my co-worker’s actual CX problem with one company’s chatbot, could she have been any more dissatisfied with a flat-toned, over-written response from the current version of ChatGPT?
At least for now, ChatGPT is not a replacement for human writing that has the ring of authenticity—or for a human agent who is empowered to be a brand ambassador for their company. Tools like ChatGPT will continue to evolve and improve their ability to take care of some customer needs, and that’s great. They will likely grow to be amazing tools for the contact center. It’s that growth of AI tools that makes it even more important for us to treat our agents like humans who need to be recognized for their efforts, rewarded for caring about their customers, and nurtured with the training, support, and empowering tools (one which could be a descendant of ChatGPT) they need to do their best work.
