BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:80@contactcentreforum.co.uk DTSTART;TZID=Europe/London:20240711T100000 DTEND;TZID=Europe/London:20240711T110000 DTSTAMP:20240708T153315Z URL:https://contactcentreforum.co.uk/events-page/planning-analysis-effecti ve-tools-best-practice/ SUMMARY:Planning\, Analysis & Insights User Group : Multi-Channel Operation s\; Effective Tools & Best Practice DESCRIPTION:Planning\, Analysis &\; Insights User Group : Multi-Channel Operations\; Effective Tools &\; Best Practice\n\n \;\n\n\nThursday \, 11 July 2024 at 10:00 am - 11am\n \;\n\nReserve your place today & amp\; join the discussion!\n\n What tools should we be looking at? For e xample\, best practice for managing emails?\n Once you've multi-channel o perational (voice\, webchat\, email +)  How do you optimally model? What are the tools to use and best practice?\n Effective multi-channel operati ons:\n\n\n Most of us use two or more channels\, top of which are the web site (85%)\, phone (75%)\, email (65%) and live chat (58%). Despite this\, a recent study found that 58% of retailers provide different answers to t he same question across multiple channels. This is not a surprise\, as too often\, although a contact centre will support multichannel communication \, these channels are managed in silos. For the planning department\, this creates great complexity and manual effort if their workforce management system does not offer multichannel forecasting methods.\n  Get the Techn ology Right - Most of the latest enterprise workforce management (WFM) sol utions today facilitate automated or serviced queues across multiple chann els. It may be difficult\, but the “universal” queue or the integrated platform is possible\, enabling the customer to move easily between chann els.\n Understand the demand and Get the Staffing Right - The WFM applica tion will be able to forecast the requirements for each contact type acros s the day and provide proactive real-time management to cope with unexpect ed demand. Also\, WFM will capture the volumes and handling times to build a set of historical profiles that can be used to improve the accuracy of forecasts across different contact types.\n Empower the Employees - Consi stency of service is critical for the multichannel experience\, and this c an only be achieved if the employees have access to knowledge and tools fo r delivering the service. Without a knowledge base and effective performan ce-management and quality-monitoring support\, it will be a real challenge for the employee. Real-time process guidance can be used to assist and pr ompt employees\, whereas other technologies\, such as interaction analytic s and business intelligence\, can provide meaningful insight to the busine ss to ensure processes are efficient and agents are fully supported.\n ATTACH;FMTTYPE=image/jpeg:https://contactcentreforum.co.uk/wp-content/uplo ads/2024/01/Forums_UG_HeadingImages_v2-.jpg CATEGORIES:Planning Analysis & Insight,User Groups LOCATION:https://us02web.zoom.us/j/83314265353 END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:DAYLIGHT DTSTART:20240331T020000 TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST END:DAYLIGHT END:VTIMEZONE END:VCALENDAR