Alvaria has launched its latest innovation, Alvaria Real Time Optimizer, which enables supervisors to enhance contact centre engagement from a remote environment.
Integrating with the most prominent contact centre platforms, the suite intelligently determines and manages agent efficiency and engagement. In doing so, it presents a whole host of real-time insights to supervisors. These aim to:
- Increase Remote Agent Engagement – Leaders can automate the delivery of agent engagement initiatives, such as surprise breaks and wellness breaks.
- Enhance Call Handling – The solutions offers prompts to supervisors when agents go beyond thresholds for talk and hold times, so they can offer a helping hand.
- Streamline Communications – By monitoring agent idle time, the contact centre may deliver coaching and off-phone tasks to accommodate service levels.
With so many stories in the news of “The Great Resignation”, such a suite safeguards the contact centre by empowering supervisors with a tool that enables positive interventions for remote workers.
Getting to grips with the real-time insights, supervisors can look for clues as to the wellness of their teams. By stepping in at the opportune moment, they can offer helpful pick-me-ups and continually maintain high levels of engagement that result in better service experiences.
During these times, such interventions are critical to keeping agent morale stable and – in remote environments – technology is the enabler. As Donna Fluss, president of DMG Consulting, says:
Contact centres are looking for technical innovations to help them improve and optimize the experience of customers and agents.
Referring to Alvaria Real Time Optimizer, Fluss states: “[The solution] empowers companies to respond on a timely basis to the natural dynamics of contact centres, giving them a strategic advantage.”
For instance, contact centres may re-allocate downtime to increase schedule efficiency and better fit their preferences. Such an example highlights how the suite benefits contact centre workforce management (WFM) teams.
With COVID uncertainty, digital disruption, and high attrition, many WFM teams are struggling to keep their heads above the water. After all, unpredictability wreaks havoc on forecasting accuracy, and staffing woes disrupt schedules. As such, the art of intraday management comes to the fore.
Yet, since the switch to remote and hybrid working, planners cannot step onto the contact centre floor to assess the state of play. To get to grips with the success of their plans, planners rely much more heavily on reporting tools. Thankfully, Alvaria’s latest innovation will add another string to their bow.
Discussing how the suite fits into the provider’s approach, Michael Harris, Alvaria Chief Product Officer & CMO, says:
The introduction of Alvaria Real Time Optimizer is part of our commitment to providing world-class solutions to the enterprise market, with improved employee experience and creating a more efficient process for the call centre.
After joining forces with Intradium – the agent optimization technology experts – to develop the suite, Alvaria is excited to deliver it to new and existing customers.
