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Cloud Contact Centre - OMNINGAGE
Cloud contact centres win the race to migrate
Earlier this year, many businesses, including contact centres, moved their staff home in a matter of weeks. Without Covid 19, most organizations would have taken years to achieve this. By the 22nd April 2020, “Call Centre Helper Magazine” reported that 73% of UK contact centres had more than 75% of their staff working from home.
From the technical perspective, businesses on the Cloud made the move relatively easily. Anyone using Cloud solutions is effectively a “remote worker”, since Cloud systems, such as Amazon Connect and associated applications such as agent desktops for Amazon Connect, are installed on hardware in a Cloud provider’s data centre, not on the company’s premises.
Why “on-prem” solutions were not so fast
Challenges for on premises technology included getting everyone working from home through a VPN. Some home broadband providers didn’t support VPNs. Some companies had to buy many extra VPN licences. Some on premises telephony platforms could not route calls and CRM data to agents’ homes easily.
Cloud contact centres – the benefits
Cloud may be the best way to address these issues in the future. Many regard a “second wave” as inevitable.
Staff at home can log on to a cloud contact centre just as they log in at work. The interfaces and the features are exactly the same. Cloud solutions usually come with detailed audit logs tracking how agents use the systems and work with sensitive data.
As volumes grow and shrink throughout the day, agents can be added or removed without any fear of running out of seats, or office space, or of seats and equipment standing idle but costing money during slack periods. Cloud contact centre providers usually charge users by minutes used, so optimizing costs.
Francis Dinha, the CEO and Co-Founder of Open VPN Inc, recently described Cloud in Forbes Magazine as: “a powerful game-changer for companies of all sizes; it made growth and scaling far more accessible, not to mention remote access.”
If your organization has an on-premises solution, perhaps it is time to look into Cloud, you might see there is a silver lining after all.
About OMNINGAGE:
OMNINGAGE Connect is a Cloud based agent desktop for Amazon Connect delivering high quality voice. Its user friendly, data-rich UI promotes agent engagement with its dashboards for Amazon Connect and boosts productivity for those working in the office or at home.
The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.
Wallboard for Amazon Connect - OMNINGAGE
Staff turnover and absenteeism
A Contact Babel report stated that average levels of staff turnover in the US were 29%. Meanwhile, Carolyn Blunt of Amber Real Results consultancy mentioned that average absenteeism in the UK was 11%.
Imagine a 200-seat contact centre. 58 agents will leave each year, while 22 agents will be on the payroll but not at their desks.
Where staff turnover and absenteeism are low, engagement is invariably high.
A McKinsey survey stated that only 2% of respondents left contact centre jobs because of technology.
While it may not drive staff turnover, technology can still be a constant irritant and source of stress.
How can we improve agent engagement with technology?
Make life easy
Contact centre work is very repetitive. Agents perform the same tasks 50 to 100 times a day while keeping multiple applications open, such as their agent desktop on Amazon Connect. Agents work with these solutions which operate on different software platforms and connect to different databases while watching their Average Handling Time. This can be very frustrating and stressful.
Advanced call routing through platforms such as Amazon Connect sends the right calls to the right agents. They will have the experience and expertise to handle their customers’ requests.
Modern technology, especially cloud contact centres such as Amazon Connect, brings multiple applications, such as the telephony platform and the CRM system, into one interface. The agent will feel like she is playing a piano with both hands instead of keeping 10 plates spinning in the air.
User Interface (UI) design has matured with the software industry. Modern UIs are easier for agents to learn and master, so reducing training time and increasing agent satisfaction.
Make life fun
Gamification is a technique where aspects of game playing, such as awarding scores, facilitating competition etc. are applied to non-gaming contexts, such as “work”.
The contact centre industry is driven by statistics. Statistics are used to measure every aspect of agents’ behaviour. They are often published for all staff on see on Wallboards for Amazon Connect. It’s not a major conceptual leap to turn the statistics you want to see more of into the “score” of a game.
Computer gaming has boomed in the past 20 years because players get instant feedback on what they do, instant recognition of their success and the chance to achieve mastery.
These principles can be applied to a contact centre even without a gamification solution.
Agents can use their dashboards to track their own performance. They can be given incentives based on productivity and quality KPIs to compete with themselves or their colleagues. Gamification can be applied to training. Knowledge tests can be turned into competitive team-based quizzes.
If technology, such as agent desktops or dashboards for Amazon Connect can be used to make the employee experience less stressful and more rewarding, this will help to give staff more of a reason to stay than to leave.
About OMNINGAGE:
OMNINGAGE provides a modern and cloud-based agent desktop for amazon connect platform which delivers high-quality voice via the user’s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or at home.
The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.
Reporting for Amazon Connect - OMNINGAGE
Key Performance Indicators (KPIs) and contact centers go together like fish and chips.
When contact center platforms were developed, agents’ performance started being measured by technology, such as reporting for Amazon Connect, that generates a blizzard of statistics.
With this KPI data, contact center managers can track almost every aspect of an agent’s working life to the second.
A brief history of KPIs
In fact, KPIs are nothing new.
The first recorded KPIs were devised by the Emperors of the Chinese Wei Dynasty in approx. AD 250. They would measure the “performance” of various family members who were competing for their attention and favors.
The father of gamification
Robert Owen, a 19th century pioneer of industrialism, devised his own rudimentary KPI. Painted wooden cubes were hung over each worker in the mill to display how well he was performing. Other workers, looked at them and were motivated to compete and spin more cotton, and so change the color of their cubes. You might say that Robert Owen was also the father of gamification.
As work became industrialized, psychologists, HR managers and operations research consultants developed more ways to measure employee performance.
In the 1980s, when Mrs. Thatcher was PM, the public sector adopted KPIs in great depth to measure the performance of organizations which were never intended to make money. Previously, their performance had been considered largely immeasurable.
The impact of IT
The impact of Information Technology did for the office what the assembly line did for manufacturing. Many office tasks were redefined as repeatable processes. ERP systems used by large companies could generate massive amounts of data, giving managers in offices the kind of insights that had only been available in manufacturing.
The contact center industry adopted this data driven approach from the very beginning. This is why no contact center application is complete without its own reporting module. This is why reporting for Amazon Connect is so essential.
Theoretical perspectives
“If you can’t measure it, you can’t manage it”. This has long been the mantra of the contact center profession, but are we necessarily measuring the right things? Here are 2 approaches to categorizing KPIs.
The value chain approach
Michael Porter, the industrial economist, applied the concept of the assembly line to any business process, where raw materials and parts went in one end and finished products left the other end.
Any activity that directly contributed to products being manufactured and sold was seen as a part of the value chain. Any activity that was not directly related was considered to be a “support activity”.
KPIs can be seen as measuring parts of a value chain. They can be classified under the following headings:
Inputs – Process – Outputs – Outcomes
Inputs: These are the financial and non-financial metrics that cover what happens before the call starts. This can include recruitment and training metrics or the running costs of facilities. Many of Porter’s “support costs” would be seen in this category.
Process: (Also known as Activities or Operations): These are the metrics that measure what is happening from the moment the caller is connected to the IVR to the moment the agent finishes entering wrap-up data and puts himself back into “ready” state. A lot of these numbers are to be found on systems providing reporting for Amazon Connect.
About OMNINGAGE:
OMNINGAGE provides a modern and cloud-based agent desktop platform which delivers high-quality voice via the user’s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or at home.
The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.
