![\"Remote](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/09\/bs-419937211.jpg\")
\nAlong the way, we shared several simplification strategies<\/a> including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.<\/p>\n Three ways to turn theory into practice<\/strong><\/p>\n In a world of remote and hybrid work, traditional \u2018walking the floor\u2019 to spot problems and resolve issues is not an ideal option. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification. Fortunately, the latest advancements in WEM have simplicity built into their DNA. The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs.<\/p>\n Here\u2019s how you can use technology to turn simplification theory into practice:<\/strong><\/p>\n Keep it easy, personalised and smart<\/strong>\u00a0\u2013 it is important to recognise that simplification applies equally to those running the show for example operations managers, supervisors and resource planners, as well as customers and advisers. To build simplicity in ways to satisfy all stakeholders adopt technology and processes that are:<\/p>\n Maximise omnichannel capabilities<\/strong>\u00a0\u2013 too many disconnected systems prevent advisers from focusing on what the customer wants first time around. Meanwhile, resource planners require easy-to-use, dynamic solutions that support the fast, effective development of flexible shifts and schedules that to accommodate different work-from-anywhere scenarios.<\/p>\n By predicting peaks and troughs in contact centre demand and handling multichannel interactions in terms of planning, the best technology provides a 360\u00b0 view of all types of data and interactions regardless of where they happened. It then captures and translates this information into a single source of the truth, creating a truly omnichannel contact centre to deliver an exceptional customer experience.<\/p>\n Aim for all-round intelligence<\/strong>\u00a0\u2013 the next step towards simplicity lies in capturing data from inside and outside the contact centre. Then applying it intelligently in three key areas \u2013 customer, employee and digital intelligence.<\/p>\n The latest WEM solutions offer advanced reporting and enterprise customer experience intelligence (CXI)<\/a>\u00a0to provide complete visibility of contact centre operations and ensure organisations have the right data to understand customers, aid decision-making and make meaningful changes to services and products. Behind the scenes, sophisticated desktop analytics deliver vital digital intelligence by unearthing any slow or badly designed applications, systems and processes that make advisers\u2019 lives harder than they need to be.<\/p>\n It\u2019s time to turn theory into practice and add simplicity to your contact centre. Learn more in our actionable guide<\/a>\u00a0to addressing the needs of a hybrid workforce.<\/p>\n Ross Daniels is Chief Marketing Officer at Calabrio<\/a><\/strong><\/p>\n \u00a0About Calabrio<\/strong><\/p>\n In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..<\/p>\n","protected":false},"author":541,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[12,145],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28488"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/541"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=28488"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28488\/revisions"}],"predecessor-version":[{"id":28497,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28488\/revisions\/28497"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=28488"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=28488"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=28488"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
![\"Ross](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/08\/Ross-Daniels-1.jpg\")
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models\u2014and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com<\/a> and follow @Calabrio<\/a> on Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"