Contact center management is increasingly complicated; these complications are owed to the growth and spread of a dispersed workforce, necessitating the use of advanced workforce management tools. The obstacles encountered in the post-pandemic workplace unfairly impacted the customer service workforce and the contact center sector.
The average turnover rate for contact center employees can reach as high as 45% (due to high stress levels, insufficient support and inadequate technology). Furthermore, remote work poses a challenge for managers attempting to maintain efficiency, schedule effectively, respond to trends or concerns and minimize turnover.
That said, it feels like a fresh workface management suite is needed to provide new business intelligence solutions to the contact center industry. And UJET, the intelligent and modern contact center platform, has that very suite with the launch of UJET WFM in collaboration with Google Cloud.
The WFM suite, which is natively available within Google Cloud Contact Center AI Platform, provides accurate forecasting, scheduling and real-time adherence monitoring with an aim to improve remote contact center agent performance, satisfaction and the overall customer experience.
“With Contact Center AI Platform plus WFM, we will help our customers become even more efficient, while also harnessing business intelligence to improve their customer experience as well,” said Yariv Adan, Director of Cloud Conversational AI at Google Cloud.
UJET WFM is designed to enable contact center leaders to prepare staff accordingly for rapidly changing operational requirements (with advanced forecasting and actionable insights for intraday performance changes that match the needs of a given contact center). By replacing siloed systems, the solution allows service leaders to improve resource management and service levels, eliminating friction and frustration for consumers.
Some of the key features of UJET WFM include intelligent forecasting, automated scheduling based on expected customer demand, multi-modal support, access to data and analytics, and real-time adherence monitoring to compare agent scheduling with behavior. Additionally, UJET WFM is quick to implement and scalable, allowing organizations to implement the solution in weeks, regardless of the number of agents they have.
“UJET WFM powers the modern-day contact center with real-time data and analytics to optimize staffing, support omnichannel workflows, reduce manual labor and strengthen agent satisfaction,” said Vasili Triant, Chief Operating Officer at UJET. “We’re excited to offer these capabilities, both to our customers and to Contact Center AI Platform customers, as they seek to streamline operations and improve their customer and agent experiences.”
The introduction of UJET WFM marks a significant step forward in contact center technology, offering an all-in-one solution to streamline workforce management and enhance the overall customer experience.
With the collaboration between UJET and Google Cloud, contact centers can expect to benefit from the latest innovations in cloud-based technology, improving their operations and delivering a high level of service to their customers.
Edited by Alex Passett