Future Proof your Contact Centre. Customers today are more dynamic than ever, but frontline workforces can t keep up. Consulting WHITE PAPER

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1 WHITE PAPER Consulting Future Proof your Contact Centre Customers today are more dynamic than ever, but frontline workforces can t keep up. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

2 CUSTOMERS TODAY ARE MORE DYNAMIC THAN EVER, BUT FRONTLINE WORKFORCES CAN T KEEP UP. Contact centre leaders are facing major pressure to improve Cx, reduce costs and retain and engage a millennial workforce. Complexity levels continue to increase, making it difficult to meet these seemingly contradictory goals. Far-reaching and Dramatic Impacts Agents: Attrition is a chronic problem. Training and coaching have fallen to the wayside. On-the-go schedule flexibility is the new norm. Customers: Service levels fluctuate based on demand. Customer frustration is rising. FCR is dropping and AHT is difficult to manage to a consistent level. Your Business: You re staffed too thin and service levels take a hit. You re staffed too rich and finance is asking why. It s a never ending staffing battle. And Here s Why Your WFM team faces a daunting set of goals and are ill-equipped to win. More data than ever but it s impossible to effectively make use of it. Manual and reactive processes. They ve been operating with the same intraday management model for decades. 85% of organisations view the customer experience provided by the contact centre as a competitive differentiator Deloitte (2015) It s 2016 time to create a real-time frontline workforce and become as dynamic as the customers you serve! Deploy the mission critical piece missing from your workforce management processes. Enable your WFM team to respond real-time with agility and speed to any changing condition; while automating the manual processes. It s called Automation. Companies like Capita, Centrica and Sprint turned to Automation to improve customer experience, reduce costs and engage and retain a changing workforce. Find out how IPI can enable your business today and in the future.

3 COMPLETE INTRADAY AUTOMATION Infinite Possibilities Powered by Real-time Rules AGENT EMPOWERMENT Agent Mobile Staffing AGENT DEVELOPMENT Desktop Prompts Task Management Coaching Agent Console (Desktop) Performance-Based Assignments Alerts & Notifications WFM AUTOMATION Supervisor / Retail Associate ipad App Staffing Channel Balancing Adherence Reskilling Find Automation out how IPI can enable your business today and in the future.

4 REAL-TIME RULES CREATE REAL-TIME VALUE Intradiem s Automation solution, powered by real-time business rules, automates workforce adjustments to meet customer demand and changing conditions in REAL-TIME. Trigger Action By writing rules, which are simple combinations of triggers and actions, you can build solutions tailored for your business in minutes. Each rule takes you one step closer to a real-time workforce. Example: Before and After Automation Initial Business Challenge: It was taking 5 weeks on average to disseminate pricing, device launch info and training to frontline agents and associates. Solution: Implemented Automation and increased training velocity by 600%, improved FCR in Customer Service by 3% and Tech Support by 4.5%. IF: AND: THEN: TO: CALLS IN QUEUE < 5 ASA IS < 15 SECONDS PROMPT AN ACTIVITY SESSION NEW HIRES WITH FCR < 70% The Possibilities are Endless Here are just a few use cases: AGENT EMPOWERMENT Agents can use mobile app to: AGENT DEVELOPMENT During idle time, Intradiem will: WFM AUTOMATION Intradiem will automatically: Initiate a schedule swap Dynamically deliver training Trigger VTO/VOT requests Send VTO requests Change break time, lunch time, etc. Indicate running late, sick, etc. Trigger agent/supervisor coaching sessions Automatically send any off-phone task Trigger performance-based assignments Shift agents between channels Process agent adherence exceptions Reskill agents Find out how IPI can enable your business today and in the future.

5 CHANGE TODAY AND YOU CHANGE TOMORROW The way we communicate continues to change at pace. Tomorrow has never looked so different from today. IPI is here to keep your business in touch with its customers. With innovation in our DNA, we deploy pioneering solutions to help create the smartest, most efficient Contact Centres in the world. Optimised hubs that offer a more satisfying, more cost-effective customer experience. And just as our offering is complete, so too is our support. Helping you to not just prepare for what s to come, but to embrace it. Our team of experts understands the technical, commercial and organisational challenges contact centres face and offers a wide range of solutions that help organisations overcome them to increase effectiveness, efficiency and customer satisfaction. Our customers range in size from 30 to 10,000 seats, such is the flexibility and scalability of our solutions, and are split across many vertical markets including finance, insurance, retail and distribution, public sector, transport and travel, and entertainment and leisure. In addition, IP Integration meets BSI standards in Quality Management, Environmental Management and Information Security Management. Headquartered in Reading, and with offices in Manchester and Edinburgh, IP Integration is a leading independent contact centre systems integrator. We partner with many leading vendors, including Avaya, Verint, Microsoft and VMware. We also develop in-house bespoke applications that support end-to-end contact centre deployments, from network service provision, through systems design and deployment, to application development and postimplementation service and support. Change your tomorrow, today. Get in touch. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com