Workforce Optimization Software Featured Article

Transform Both the Customer and Agent Experience

February 06, 2017

By Tracey E. Schelmetic,
TMCnet Contributor

In the realm of customer support, the trend of moving solutions to the cloud is enabling companies to do more than save money and make use of some home-based agents. (Though these may have been the initial reasons for moving the cloud.) Cloud-based customer experience management and workforce optimization software solutions are helping contact centers move from reactive mode – in which they wait for customers to develop problems and come to them – to proactive mode, in which companies anticipate customer needs and personalize their interactions with them regardless of channel.


Servion Global Solutions recently introduced its the launch of ServCloud 2017 product for the Americas market. The solution, which is powered by Cisco (News - Alert), was introduced to help marketers optimize their operations and customer experience across inbound and outbound telephone, email, social media, chat, mobile and Web platforms.

“To survive in today’s highly competitive marketplace where millennials have a shorter time-spans for engagement, it is essential to provide an increasingly digital experience through customer’s choice of channel – voice, web, email, chat, social, or mobile,” said Ashish Koul, Senior Vice-President and General Manager, Americas, Servion Global Solutions, in a statement.

It’s important to understand, however, that digital transformation of the customer experience must be matched by a digital transformation of the contact center agent experience, or the best intentions of serving customers won’t be realized…they’ll be crushed by the limitations of outdated workforce optimization solutions. An increased number and variety of transactions – some of them across multiple media – need to be evaluated for quality, and old call recording and scoring methods won’t cut it anymore.

Workforce optimization solutions delivered as cloud-based, SaaS (News - Alert) offerings can help companies gain “the voice of the customer” as a tool to help extend customer service offerings where they are needed and wanted by customers without the burden of having to record and store those recording on-site, which limits most companies to recording and evaluating only a few transactions. Solutions such a CSI’s (News - Alert) Virtual Observer go far beyond phone calls, allowing contact centers to track and report on the quality of social media as well as email and Web chat, in addition to telephone calls. All transactions can be monitored within the quality process, allowing for reporting and analytics by event type.

By bringing less traditional channels to the workforce optimization process (in CSI’s case, with the integration of Zendesk), contact centers can avoid “social road rage” where customers who suffered a bad experience turn to their social channels to complain and spread a message that can ultimately harm the brand.

A strong cloud-based workforce optimization tool will allow the contact center to evaluate and score events, regardless of media channel, to ensure proper dialogue and resolution as part of an objective to deliver the ultimate customer experience while simultaneously improving the agent experience. 





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