September 24, 2021 – Interactive discussion initiated by Contact Center Associations of Asia Pacific (CC-APAC), Leaders Talk: Workforce Optimization in Contact Center, which invited three professional speakers in the Asia Pacific contact center.
One of the speakers, who was invited to this discussion is Aryan Sunil. He is Director Practice Backoffice and Retail, Asia Verint. Aryan also explained that optimization or workforce engagement management is evolving and has become very important, especially for the contact center.
This optimization concept is the way for us to develop them to be more engage in work. We must be able to determine the right number of people at the right time or look at the quality. That will have a lot to do with how we deliver better and faster results to our customer and in order to optimize the workforce in the company, we must consider the perspective from the employee’s side while trying to achieve what our contact center is.
For example, a receptionist. Some people’s perspective of a receptionist is they job is just to answer the call, no one saw them that they were here for company business purposes. We don’t see them as a fancy calculation mechanism. We treat them well. They are here not to just answering the call, but they are here doing business and have taken a very remarkable journey.
Aryan’s opinion of that strategy is sometimes we need to look at it from a third perspective view because we need to look at what matters to the center at that moment. Are we looking at cutting down costs or are we trying to increase our service because it depends on the stage of the organization? We may have to take one of those steps.
Workforce optimization integrates technology into a single point of management to increase the visibility of customer interactions, employee performance, and business processes. By analyzing all customer interactions, businesses can leverage insights to train their employees and streamline workflows to improve the overall quality of customer service.
Sunil Aryan also gives a summary and his opinion about today’s discussion. He said that the world is changing, and of course, vendors will try to bring something which will make your life easier. They are those who know your business better than you. The first point is you must realize that what is it that I want to achieve. The questions like, what is target to buy or target to fix a problem, please do not consider that solution.
None of these solutions work without a comprehensive. Sunil said that do the consultative approach with the person who needs to do it. That person who took a step forward to think of which solution needs to fix the problem.
The second point is, he thinks every one of us said that employees are the ones who give customer experience that they can be digital. Aryan said for example, all human beings always empower intelligent virtual assistants. Then, he asks a question to those bots. “Why is that answer different from what you are agent call center telling me or what is written on the website,” Sunil said. Then, don’t find these things in sight. He said that let’s have that as a unified platform. (ANF)