Contact Center Pipeline August 2022 August 2022 - Page 23

Intelligent interviewing solutions using voice , advanced predictive modeling , and analytics are coming to the aid of contact centers in helping pre-assess a candidate ’ s job-related performance . These applications enable virtual pre-interviews , job simulation , language assessment , usage of knowledge management systems , and more .
What ’ s more , studies show that use of these intelligent interviewing tools can reduce the interview process to a nominal two to three interviews .
Not only do intelligent interviewing solutions make it easier and faster to engage and evaluate candidates , but they also help hire employees who are most likely to succeed in the jobs . Statistics show that candidates who perform well on the pre-employment assessment tests are employed longer and perform better at their jobs .
Intelligent interviewing solutions also help provide a richer employee experience ( EX ) right from the start that can be a winning strategy and a competitive advantage in the tight labor market .
CONTACT CENTERS ARE COMPETING FOR THE SAME EMPLOYEE BASE AS OTHER BUSINESSES ...
Today , many businesses are still shortstaffed as a result of the Great Resignation . Contact centers are competing for the same employee base as other businesses and must give candidates a better perception of their workforce cultures upfront .
As candidates become more selective to find a well-suited job where they can succeed in the post-COVID-19 pandemic era , organizations need to put their best foot forward to win the talent war .
Intelligent hiring solutions manifest employee engagement earlier in the hiring process to leverage company culture as a key recruiting tool .
GUIDING AGENTS IN THE WFH CONTACT CENTER
In the past , agents were able to get feedback , coaching , and support from peers or supervisors on the floor . Since the transition to WFH , contact centers the world over have been looking for ways to support agents virtually in this capacity .
WFM applications such as automated quality management ( AQM ) solutions help ensure new agents get the coaching , training , and support needed to avoid struggling and resigning .
While quality management is traditionally a manual and ad hoc process , AQM ensures automated call review and scoring for agent performance , customer satisfaction , and compliance for every single customer service call .
A performance score with feedback is provided in real-time to the agent and supervisor and kicks off a workflow . If an issue is detected , training and / or one-to-one coaching is automatically scheduled , and a copy of the customer interaction is sent to the agent ’ s supervisor .
This process ensures agents receive the training and support they need to become top agents , and management can support continuous improvement .
Another way organizations are providing support for agents in the WFH contact center is through AI-powered real-time agent assist solutions . These solutions combine linguistic and acoustic insights that analyze what and how it ’ s being said with additional real-time input from the agents ’ desktops , CRM systems , knowledge management , and more .
Real-time agent assist can trigger guidance to the agents and alert supervisors where necessary to improve the interaction outcomes , thereby reducing the cost to serve , increasing customer satisfaction , and growing the overall value of the interactions to the customers and the organization .
And when agents feel supported and empowered to care for their customers , it adds tremendous value to the EX .
Intelligent virtual assistants ( IVAs ) also have a role to play in empowering agents and improving the EX . While IVAs and chatbots become more widely adopted as customer self-service channels , the need for live agent interactions isn ’ t going away .
TALENT MANAGEMENT
IVAs can free up time for agents to spend on more challenging customer concerns that require a human interface . These tools direct agent time and talents to more meaningful interactions that are more stimulating and rewarding . And IVAs , when used internally by agents , provide access to a wealth of information to support fast , accurate responses to customers . Online communities also support employee engagement , teamwork , and camaraderie . They serve as depots for vital information . When used internally for agents , communities provide a centralized location to access the information they need to fulfil their responsibilities and ultimately better serve customers . Functionality such as forums , gamification , articles , and access to HR and IT information keeps agents connected to the organization and their peers .
SUPPORTING THE AGENT LIFECYCLE
As life in the remote / WFH contact center marches on , agents must continue to evolve their skills , product and service knowledge .
Today , WFM tools are helping support the remote agent lifecycle : ensuring agents have the support and resources they need and are empowered to effectively engage with customers .
And when agents feel valued it also enables the recruiting and retention of other highly qualified future colleagues through their very powerful personal word-of-mouth and social recommendations . Thereby completing a virtuous sustaining loop of quality service provided by enthusiastic , loyal , and hardworking staff .
Paul Noone is Vice President , Go-To-Market Strategy for Verint ’ s Intelligent Interviewing practice , which enables companies to improve their hiring decisions , reduce time-to-fill , reduce recruiting costs , and increase talent performance and retention through on-line virtual interviewing software , novel predictive analytics solutions , and structured feedback between recruiting and key stakeholders .
AUGUST 2022 23