Are you one of the many companies transitioning to the cloud?
Then you know it’s time to modernize your workforce optimization suite.
And being able to be flexible and manage remote agents is a critical component to that modernization.
Before we dive into how the True Cloud can contribute to simpler remote management, let’s define what the True Cloud is. The True Cloud, as defined by Calabrio, has several capabilities that set it apart:
- Multitenancy. One instance of the platform serves all customers (aka tenants) simultaneously, making it more agile and scalable.
- Version-less with continuous delivery. No downtime for updates or bug fixes because your application is continuously refreshed.
- Highly secure. Hosted in AWS (Amazon Web Services) or Azure, these organizations prioritize security at the top of their list. Security tools, updates, and patches are updated in real time.
- Rapid performance scaling. Easily scale up or down as your business needs change.
- High availability & uptime. Your data is securely backed up and always available.
- Ease of integration. Integrating with external systems is straightforward, seamless, and low effort.
- Easy to use. Applications are designed with the User Experience (UX) in focus, meaning that management is centralized, and the application is accessible.
Why does that matter?
Understanding what a cloud solution should look like will better prepare you to evaluate the numerous cloud offerings out in the market right now and determine which is best for your organization.
Let’s dive deeper into an important aspect of the Workforce Optimization (WFO) suite in the true cloud: remote agent management.
Since the adoption of the work-from-home concept, organizations have been pulled in many different directions to equip all employees with the resources needed to work remotely. How do I ensure that my agents are working? How am I supposed to coach my agents when I’m not in the same room as them, or even in the same state? How do I connect with my agents when all I’ve seen of them is a floating head and shoulders on a computer screen?
By deploying a True Cloud workforce optimization solution, remote agent management is simplified and optimized. There are four factors synonymous with Calabrio WFO in the True Cloud that help contact center leaders manage their remote agents:
1. Scalability
Calabrio WFO is a scalable solution when offered in the True Cloud. Business needs change and contact centers must be able to scale up or down seamlessly. The pandemic has been a direct representation of the need for businesses to adapt quickly to maintain a positive customer and employee experience. By utilizing Calabrio WFO in the True Cloud, contact centers can expand the system as needed – more storage, new capabilities, adding agents, and more – all while meeting the needs of a highly mobile and global workforce.
2. Training
A critical factor of an agent’s success is their training, which is simplified in Calabrio WFO. As a part of the True Cloud, Calabrio WFO has been developed with the user experience in mind. A modern, web-based interface makes onboarding new users easier because of increased access to all the available functionalities and features. Contact center leaders can manage agents through a single, centralized management console instead of having to worry about installing and logging into a desktop application. With the True Cloud, Calabrio’s UI remains consistent across all levels and locations of the contact center, which especially benefits multi-site and global organizations.
3. Accessibility
The concept of the cloud is typically associated with more accessibility than an on-premises version. Besides agents being able to access the same UI across the board, Calabrio also has a robust mobile app for workforce management (WFM) that empowers agents. Agents have the freedom to view schedules, be notified, review performance, build their own schedule, and perform other tasks wherever they are. On the management side, alarms and notifications can be configured related to agent adherence. Employees are given autonomy and flexibility no matter where they are working.
4. AI Assistance
Finally, AI assistance offers proactive coaching, training, and scheduling opportunities through Calabrio WFM. Designed to help you predict what will happen next and be proactive in coaching and training your employees, these tools help you identify trends and the outliers with your agents. Grant the Virtual Assistant handles all processes related to schedule requests, providing chat notifications when voluntary time off is available and giving management the ability to focus on the big picture.
When it comes to focusing on the big picture in choosing your WFM solution and finding the proper partner to aid you in implementation and service, it’s critical to find an experienced and results-driven team.
Wilmac has worked with and been a close partner of Calabrio for over 20 years. Specializing in Calabrio’s WFM solution, Wilmac has a tenured sales team that delivers a consultative presales experience. Wilmac offers a wide portfolio of solutions to understand how associated technologies can complement your Calabrio WFO deployment. Post-implementation, Wilmac has a dedicated support team to help you drive results and resolve issues with your solution. Wilmac’s 30 years of experience in the WFO space and experience being on the customer side has helped them develop into a successful Calabrio partner.
Managing remote agents in a cloud environment is made more scalable, accessible, and simple through Calabrio WFM. Paired with a partner like Wilmac who specializes in selling and supporting Calabrio WFM, the customer is sure to manage remote agents efficiently and deliver a positive ROI after deployment. To see Calabrio WFM in action and hear more about the positive impact it’s had in organizations, book a demo with the experts at Wilmac.