Mike ButtsJune 18, 2018

Three Ways to Get More Value from Your Workforce Optimization Platform

It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your brand. The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Your entire organization needs to perform at the highest levels to support this end-to-end brand journey. Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations.

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. In a hyper-competitive and regulated environment, here are three ways to get more value from your workforce optimization platform.

  1. Comply with GDPR. By now I’m sure you’re aware of the new General Data Protection Regulation better known as GDPR. GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. GDPR applies to any organization within and outside the EU that offers goods and services to customers or businesses in the EU. Failure to comply can result in heavy fines of up to 4% of annual revenue or 20 million EUR, whichever is greater. Gartner predicts that by the end of 2018, more than 50% of companies affected by GDPR will still NOT be in full compliance with its requirements.

    As a regulation on company behavior, GDPR does not apply to technology directly. A product or solution offered from any vendor cannot be GDPR “compliant.” What technology can offer is information and tools that support a business’s processes and procedures in such a way to facilitate its operating in a compliant manner. Once you evaluate your policies, procedures, and operations, a workforce optimization solution such as Avaya Workforce Optimization can help you achieve your GDPR compliance objectives. With Avaya Workforce Optimization, you can safely record, archive, and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification, and tagging and identifying consent/no consent situations. Watch our webinar “How Your Contact Center Can Help You Comply with the New General Data Protection Regulation” to learn more about using Avaya Workforce Optimization to support your GDPR initiatives.

  2. Enhance Your Quality Assurance Program. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance. A quality management program must have a consistent process of evaluating agent interactions with customers to help ensure a high-quality customer experience. A quality management plan and process keeps management and your contact center agents focused on delivering service that aligns with your customer experience vision.

    Automated Quality Management can take your quality assurance program to the next level by automating scoring for some or all questions on an evaluation form—empowering quality managers to shift resources from scoring customer interactions to focus on coaching agents, so they can improve customer satisfaction and employee engagement. Automated Quality Management can help you improve the quality of interactions between customers and agents by redirecting your resources to address individual employee gaps in knowledge, proficiency, and process adherence—while also building agent satisfaction through consistent and transparent evaluations across customer interactions.

  3. Leverage Data from Customer Interactions. Use the nuances of customer interactions to your competitive advantage. What if you could make decisions and tweaks to your products, services, business process, or customer experience strategy based on things like customers’ tone of voice and word choice? You can. There are two types of Speech Analytics applications. Speech Analytics (also known as historical or post call analytics) searches call recordings for key words and phrases. Real-Time Speech Analytics monitor customer voice interactions in real time to surface areas of opportunity and provide contextual help during the exchange. Speech Analytics applications help you mine large volumes of data to sift out the pearls of knowledge that can be found in the less obvious parts of your customer interactions. Monitor keywords and phrases with audio searching while recognizing customer emotions by identifying voice tone and pitch to gain a better understanding of why customers call you and how you can deliver the best experience to them each time. Using Speech Analytics, you can better understand the underlying root causes of customer calls, especially repeat calls, and then put a plan in place to deliver a better customer experience.

    Real-Time Speech Analytics technology automatically provides alerts, notifications, coaching prompts, or process guidance to best handle a given situation. For example, Real-Time Speech Analytics can identify a problematic situation that requires manager intervention. Or suggest an action based on what the customer is saying, the customer’s profile, or business need.

Today your brand and your customer experience are synonymous—you have no choice but to step up your game. The right workforce optimization platform can help you meet your compliance requirements and support the stellar execution of your customer experience strategy.

Three Ways to Get More From a Workforce Optimization Platform - Avaya

Mike Butts

Mike has 10 years of contact center experience and more than 25 years of business-to-business marketing experience crafting and executing go-to-market strategies for engineered and technology solutions. At Avaya, Mike focuses on Avaya Workforce Optimization, and agent desktop and contact center solutions for midsize businesses.

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