In this session, we will cover a couple of questions we often get from our customers and prospects about ways to help manage change, forecast staff, and cover multiple channels.
There are many ways to do this, and each brand is different, not only by industry but by culture and customer journey. Before you make a change, ask yourself if it is right for your brand and your customer?
First and foremost, you can’t just think about “Digital Care.” You must consider the overall impact on your business. Then start with aligning your business goals with customer needs.
Remember, there is a difference between being efficient and effective. Efficient is a Business Goal; effective is a customer need. I often hear brands ask, “what is my competitor doing x,” “how can we be best in class,” “what should our targets be.”
Just because you are in the same vertical doesn’t mean your strategy should be the same as your competitors; after all, you do want to win, right?
Business Goals often align with efficiency, so here are some things to consider that will help you to improve:
Workflows & Automation - Do you have the right platform, teams, and processes in place to handle your customer needs?
Reputation & Resources - I believe these two areas have the most direct impact on each other.
If I make a change, add a bot, a channel, expand a use case, see a sudden spike in volumes, or just notice my team seems overworked!
Whether it’s your first channel or adding something new, it can be difficult to determine staffing needs.
Plus, there are so many factors to consider, such as channel, use case and available content. In the end, it all boils down to making sure your customer has the best experience. With an influx of volume and unpredictable spikes, you should stop and consider how to operationalize your agents best.
For anticipate volume increases, like adding new channels or increasing visibility of existing channels, consider things like:
For unexpected volume spikes, such as marketing campaigns, crisis management:
Also, remember each channel is different, and what works in a public channel may not be as efficient in a private channel, and vice versa; consider the following:
When trying to get the most efficiency from your team, consider these states to help you determine where your team may need improvements:
Agent Focus States
Agent Work States
How does resourcing change if our business model changes (agents working from home vs. in the contact center)? Should some agents cover multiple channels?
Your business process may or may not remain the same when shifting agents to remote workstations, but you need to be cognizant of the subtle differences. Some people work well in WFH situations, while others require more supervision. Keep your processes in place, increase your quality checks, and have virtual meetings in lieu of just a phone call/dial-in.
You should also consider optimizing routing, consider having some agents cover multiple channels to make your agents more efficient & productive.
Some additional questions and things to consider, if you would like to discuss any of these in-depth, please respond/question below!
If you enjoyed this and want to further explore the subject, please download our eBook, Modernizing your contact center.
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