Working from home in 2020
Enduring a Global Pandemic continues to be a first for many of us. As such the need to adjust the speed of work from home deployments continue. As this occurs, there are a variety of technology and operational considerations I continue to hear daily:
1. All Users need to be able to work remotely:
2. The Pandemic has forced companies to make quick cultural decisions.
As I write this, it is Thursday, June 25 2020, and about 90% of VOX customers are working from home and answering calls through their contact center, and at VOX we are 99.9% all working from home.
So what are our contact center customers most worried about?
While we have helped our customers make the move very quickly, leaders need to acknowledge that it is a different type of operational motion. Managing remote employees is not always easy, but with technology such as collaboration, presence, and video, it has made it much easier. So I guess we can take solace in the fact that it could always be worse. Imagine this same pandemic in 1990 what would we have done?
For Contact Centers that have agents working remotely, the fear from leaders is often “how do I manage” or “how can I monitor productivity for remote agents”.
Workforce Optimization tools are helpful and now more than ever offer quickly deployed SaaS platforms to help you on your way. A few we are seeing a lot of requests for at them moment include:
Organizations can leverage the tools they have in place plus some of the above technologies to have an extremely successful work at home structure. Some of these technologies may already exist and requiring assessing and evaluating current use. Some of them are new and may not require a huge capital outlay to implement.
In either case, Contact centers have been doing the “Work from Home thing” for years, and many extremely successfully, so while some organizations are feeling ‘forced’, there are cultural positives and for some it can be quite a nice change for your teams!
Struggling with how to deal with COVID-19 and managing a remote workforce? Perhaps a membership to our Contact Center Advisory Services can be your cure!
Let us help you prosper - Contact us today for a free consultation!~
RPA - What it is and What it Isn't.
When we hear the terms “robotics” and “RPA” or “automation” our mind often goes to one end of the spectrum or the other. One side of the spectrum is – layoffs, downsizing, disposing of great talent. The other end of the spectrum is installing Rosie (you know…the housekeeper from the Jetson's) or C-3PO to take away jobs.
That however, is not always the case!
Robotics Process Automation (RPA), according to UiPath, is “the technology that allows anyone today to configure computer software, or a ‘robot’ to emulate and integrate the actions of a human interacting with digital system to execute a business process.” And the reason organizations are realizing great benefit and lift by implementing this type of automation – robots never sleep and are always right!
VOX customers in healthcare, retail, and manufacturing are prime candidates for this type of technology.
Here are some use case examples by vertical:
RPA is a technology – not a product. Companies like UiPath, Blue Prism, and Pega Systems have developed products to leverage this type of automation technology. In the contact center space, Verint leverages AI to help back-office and front office (contact center agents) automated tasks to improve quality, reduce errors, and move manual work off employee’s daily process. In a contact center this means thousands of dollars that can be saved but not to mention the enhanced customer experience by empowering agents to focus on what matters.
UIPath has recently announced that they pledge to train 750,000 Americans on RPA in preparation for the Automation First Era. UiPath launched its Academy and is offering FREE Advanced RPA Developer certification until 9/30/2019.
RPA is one of the fastest-growing segments of automation and Forrester estimates that by 2021, the RPA market will reach $2.9 billion. The impact of AI technologies on business is projected to bump up labor productivity by 40%. The AI era is upon is and it isn’t a drop in the ocean, it’s a tsunami, according to Ryan Hollenbeck, SVP Marketing at Verint.
Simply put – Robotics Process Automation can assist by filling in forms, looking up information, and entering data, to name a few. Any of the repeatable tasks, processes, or functions that contact center agents perform can be eliminated allowing agents to focus on the more important aspects of their customer interaction.
AI and Automation is not an IT initiative – it’s the future of work as we know it!!!
Now the hard part – what to call your robot? I can think of a few that are already taken!
Let us know what you think a good name for your robot would be in the comments below - perhaps I will do a shout out to the best one in my next post :)
Let us help you prosper - Contact us today for a free consultation!~
Experience that matters
With over 250+ years of combined experience, the VOX Contact Center Practice helps our customers prosper by offering a variety of industry leading Solutions, Services, and Support Offerings. The VOX Network Solutions Contact Center Practice understands that the delivery of world class service is rarely achieved without understanding that from a Contact Center perspective ; that truly, "The Devil is in the Details."
Meet our Team
Chanley Geveshausen - Vice President Customer Experience
Mr. Geveshausen comes to VOX with more than 30+ years of contact center experience. Mr. Geveshausen is considered to be one of the "Pioneers" in the Contact Center industry. Beginning his career with Wats Marketing of America in Omaha, NE, and subsequently West Corporation Mr. Geveshausen has led Contact Center Operations and Implementation teams supporting 24x7 outsourced service centers handling upwards of 450,000 calls per hour both inbound and outbound. Chanley has also held executive level positions with Windstream, Cerium Networks, Avaya, Lucent Technologies Bell Labs and AT&T.
"Bringing Industry leading Contact Center technology to life by applying it to a customer's business is paramout for the VOX Contact Center Practice. My Mission is to ensure our team is staying ahead of the technology we consult, architect and support at all times. This ensures you have the faith that we are your trusted advisor at every turn."
Colby Clark - Contact Center Practice Leader
Mr. Clark has over 20+ years of Contact Center Consulting and Implementation Delivery. Colby has held consulting, operations and business analyst positions, for 24x7 Operations at Bank of America, Avaya and Carousel Industries. Colby's experience across a variety of Contact Center platforms and industry verticals provides our customers with a trusted advisor at every turn. Colby's patience with customers and his hands on approach is valuable to our clients, he continues to bring customers forward on their use of their technology on a daily basis.
"As Contact Center Practice Leader at VOX it is my mission to educate my customers and my team on what lies ahead on the technology curve. Through proactive communication with our customers we have the best sounding board in the world to navigate the ever changing technology landscape." - Colby Clark
Renee Gut - Director Contact Center Solutions - WEST
Ms. Gut provides overall direction and support to the Contact Center Practice in the Western United States while providing VOX Network Solution customers with expert level consulting, as well as development of new solution and services offerings to enable business outcomes that enhance Customer Experience. In the span of her 25+ years career, Renee Gut has occupied a number of contact center executive level positions. Prior to joining VOX, Renee Gut led the Contact Center team at Carousel Industries and successfully ushered the Cisco Enterprise Contact Center practice to fruition. Renee also served as Contact Center Practice Leader at Windstream’s Integrated Solutions Group, as well as other management and executive level roles across Avaya, Lucent Technologies, and AT&T.
"Contact Center technology is the fabric of our existence, it is my mission to ensure VOX is equipped with Industry leading solutions, so that we can provide you as a client the business outcomes you seek on a daily basis." - Renee Gut
Zach Shankle - Director Contact Center Solutions - EAST
Mr. Shankle has 25+ years of experience in Contact Center operations, consulting, solution architecture and implementation. Zach began his career as a contact center agent and worked his way up to managing a contact center before changing to focus on contact center technologies at companies like Lucent Technologies, Avaya, Carousel Industries and Interactions before joining VOX Network Solutions. Zach has been certified on Cisco UCCE in addition to most Avaya Contact Center solutions. Zach has been a preferred partner by many customers for his strategic outlook, roll up his sleeves and get it done with a smile work ethic, and strong focus on the impact to contact center operations.
“Client success is my passion! My role at VOX is ensure the correct technology is selected, implemented, and fully integrated into contact center operations so the benefits and return on investment can be recognized quickly.” - Zach Shankle
Teresa Schwarz – WFO Practice Leader
Ms. Schwarz provides customized consulting services to help clients achieve maximum return on technology investments while retaining and developing their valued human resources. As an expert in Contact Center operation analysis, Ms. Schwarz is a pivotal member of our VOX Advisory Services line as it relates to Contact Center and Workforce Optimization. Prior to VOX Network Solutions Ms. Schwarz, was responsible for Performance Management for Bodybuilding.com and Blue Cross and Blue Shield of Idaho.
"You can't manage what you can't measure, and performance management of your key resources your staff is pivotal in today's do more with less economy. VOX can show you how." - Teresa Schwarz
Lester Cohen - Director VOX Learning Institute
Mr. Cohen provides strategic direction and fulfillment of all VOX Learning Activities. Over the course of his 25+ year career Mr. Cohen has helped the Telecommunication Manufacturer marketplace, extend world class training, in the way customer want to consume the learning experience.
"To quote Benjamin Franklin, an investment in knowledge pays the best interest." - Lester Cohen
Chris Silber - CX Application Specialist
Mr. Silber has over 20+ years of Contact Center Consulting Experience, and is an expert in advanced routing and workflow design. Prior to joining VOX Chris held design, deployment and engineering consulting positions with Carousel Industries and Avaya Professional Services.
"Working with clients to understand their design considerations as well as their business objectives is paramount to a well adopted contact center solution implementation. It is my goal to assist in avoiding the pitfalls of a poorly designed ACD workflow regardless of modality." - Chris Silber
Linda Paskey - Contact Center Engineer
Ms. Paskey has over 30+ years of Contact Center Consulting Experience, and handles our remote complex design services. Priot to joining VOX Linda served as an advanced Contact Center. Implementation, and Training Specialist for AT&T, Lucent Technologies, Avaya, Cerium Networks and Windstream. Linda and her team provide advanced level Advisory services for our customers to ensure their applications are applied to their business. Linda has been instrumental in the deployment of hundreds of Contact Centers around the world.
"In my role as a Contact Center Engineer, it is my job to help customers on their day to day tasks, assist them with the use of the technology and ultimately how to apply it to their business." - Linda Paskey
The VOX Network Solutions Contact Center practice publishes a blog article once a month on industry news, tidbits and personal perspectives from the field.