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.