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Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages.

By deploying intelligent automation agents no longer need to miss out on communications and training that empower and equip them to do their jobs better.

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality.

Intelligent automation solutions are increasingly being applied throughout the contact centre industry to help you deliver a better customer experience and improve processes, as well as seamlessly support agents.

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. 

As contact centres strive to streamline operations, improve customer experience and create work environments conducive to success, the deployment of intelligent automation is reinforcing the optimal blend of human skills and technology.

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. TSA Group considers themselves an extension of their partners’ businesses, helping them connect with their customers through the end-to-end provision of care, acquisition, sales, back office and collections services.

Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate.

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time.

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. By encouraging workplace competition and collaboration, you can help agents improve productivity levels, produce a greater quality of work, and accurately achieve company goals and objectives.