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    • Contact Centre Digital Transformation
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    • Workforce Optimisation
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Case Study:
Workforce Optimisation

Project Overview

A client wanted to transform its workforce management capability to drive better Contact Centre Agent performance through the introduction of new systems, tools and processes. This involved deploying a market leading and unified suite of capabilities including Agent Forecasting and Rostering, Customer Call Recording, Speech and Text Analytics together with Agent coaching tools.
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Objectives

headset with stars to show contact centre agent performance
Improve Contact Centre Agent Performance
smiley icon to show customer NPS scores
Improve Customer NPS Scores
IT platforms icon
Reduced TCO for IT Platforms
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Step change in Analytics Capability

Challenges

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Existing Systems Nearing End of Life
​ 

Existing workforce management systems were reaching end of life with limited vendor support thus creating significant business risk for such mission critical systems.
​ 

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Inability To Route Calls To The Right Agents​
​ 

Existing capability was not able to route or direct customer contacts according to the correct agent skill groups thus impacting customer experience.​
​
​ 
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Inability To Forecast Across Emerging Customer Channels
Agent forecasting was ineffective as it was not possible to forecast accurately for growing channels such as
​web-chat. This drove inaccuracy with matching customer volumes with Agent FTE.
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Agent Coaching Ineffectiveness
​ 

Real-Time Agent performance data was not available hence significant manual
over-head was necessary for Coaching to be conducted.
​ 


Solutions

Led a significant implementation team to deliver the new workforce planning capability supported by a comprehensive change management program to drive adoption
Designed and implemented a strategy for customer inquiries are routed to the right Agent Skill Group
 
​
Structured Step-Change to Analytics enabling immediate visibility into Contact Centre Performance

​
Established program Governance to ensure all project controls were established to ensure a successful implementation 
​

Results

Dollar sign High Operational Costs
Designed A Central Agent
Dash-Board Enabling
Single-View of Accurate Performance Data

Dollar sign High Operational Costs
Reduced TCO As Highly Integrated Application Suite With Single Strategic Vendor
​

Dollar sign High Operational Costs
Implemented
​Real-Time Analytics

​
Dollar sign High Operational Costs
Increased NPS and
​Customer Experience
​
​

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