VENDOR ROUNDTABLE
HOW CONTACT CENTERS CAN HAVE AVAILABLE QUALITY AGENTS - PART 2 MULTIPLE FORCES ARE CONSTRAINING CONTACT CENTER WORKFORCES .
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Workforce management ( WFM ) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience ( CX ). But these hard-working and dedicated professionals are facing multiple challenges like turnover and related job stress and the New Normal of hybrid and remote working . And in an environment where disruption is only a moment away .
We have reached out to several industry thought leaders for their insights and recommendations on these and other workforce issues faced by their contact center customers . Here it is , with these professionals :
• Florian Garnier , Product Marketing Manager , Calabrio
• Daryl Gonos , CEO , CommunityWFM
• Baker Johnson , Chief Marketing Officer , UJET
• Dave Singer , Global Vice President of Go-to-Market Strategy , Verint
• Mitch Todd , Product Marketing Manager , NICE
In part 2 of this three-part series , we look at hybrid / remote working , blended agents , and agent availability . We also examine WFM data security .
CONTACT CENTERS APPEAR TO BE SETTLING DOWN INTO A NEW NORMAL OF REMOTE / HYBRID WORK- ING . BUT DOES THIS ENVIRONMENT - PARTICU- LARLY HYBRID ON THOSE DAYS WHEN AGENTS AND SUPERVISORS COME INTO THE OFFICE - MAKE SCHEDULING / APPLYING WFM MORE COMPLEX ?
FLORIAN GARNIER ( FG ): The shift to remote / hybrid work can make scheduling and managing WFM more complex . The hybrid model of work can create scheduling challenges as contact centers need to balance the needs of both remote and in-office agents and supervisors .
For example , scheduling in-office staff to handle more complex or sensitive customer interactions while remote staff handles routine inquiries or technical support .
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