By Andi Anugrah, Chairman of ICCA Indonesia
Friday two weeks ago, I invited three leaders from 3 leading technology vendors, Genesys, Nice, and Verint. Of course, contact center users are quite familiar with these provider technologies. We discuss workforce optimization in various aspects and its development. We increase labor productivity during the pandemic, in addition to balancing it with service quality. Also discusses the experience of agents and provides adequate tools for them to work.
Present as panelists were Andy Hardy from Genesys, Aryan Sunil from Verint, and Mark Harington from Nice. We also discussed the business objectives of the application of WFO technology. Along with technological developments, we also discuss sentiment analytics, especially customer analysis. There is a need to analyze more customer interaction data, both in real-time and historically. Not only limited to a certain sample but using technology to make it easier to capture various customer feedback. Likewise, we discussed gamification as a tool to motivate agents in various aspects of performance.
The three speakers highlighted that optimizing the workforce in the contact center needs to be a concern as part of the development strategy. For this reason, the contact center needs to integrate information about the workforce include performance management, e-learning, interaction analysis, quality management, and workforce management. It can involve a high-level framework that includes strategic contact center planning, agent recruitment, placement, monitoring, evaluation, improvement, and motivation, as well as corporate accountability and contribution.
Workforce optimization is a customer experience strategy that modernizes contact center technology and platforms. Through the use of digital channels, workforce optimization is for increasing employee engagement and increase customer satisfaction. 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.
Not to forget, we also discussed the importance of collaboration in the application of technology. The importance of having a partner in building a contact center. For this reason, users need to build engagement with vendors, so they can get maximum results in the application of technology. Well, of course, all speakers are vendors, they hope to build relationships with users so that they can maximize the function of technology and provide benefits according to their business objectives.
In the last four months, we regularly invite contact center industry leaders to be part of the discussion forum. This is a regular event and activity for the Contact Center Association of Asia Pacific (CC-APAC) to build relationships and networking with contact center leaders and executives. Hope you can participate in the next opportunity. Make sure to watch the recording on YouTube, Greetings are healthy and happy. (AA)