Alvaria can help you better understand the post-pandemic, in-office and remote workforce. As the world navigates the new normal, join us for an in-depth look at the priorities you should focus on to remain resilient in this webinar series. Our product and customer care teams have developed a series of topic-driven webinars to enable and manage your operational efficiency.

Gamification Resiliency: Get Sticky and Create Long-Term Results

Abstract: SPIFFS, incentives, contests to spike performance is a very common theme in call centers. They’re used as a short-term reactionary mechanism to mask the same symptomatic behaviors that percolate repeatedly because of a much larger organizational problem. Almost always these mechanisms are a waste of time and money.

What’s the solution? What do call center leaders need to do? Intelligent enterprise gamification provides an opportunity for organizations to unify their motivational activities. By making an intentional commitment to the employee experience organizational leadership can establish new performance thresholds that stick.

Employee State of Flow: Enterprise Gamification

Abstract: Many people grew up playing video games like Atari. When those 1970s games ended there was a big “GAME OVER” sign on your screen. It literally stopped the experience and forced you to restart. While this archaic process made sense in the 70s, it doesn’t make sense in 2021 when organizational leaders are trying to maximize employee engagement and motivation. Why stop an emotionally engaging employee experience?

Successful organizations have canned that unproductive “start and stop” employee experience. Many organizations are now keeping their employees in a constant “State of Flow” or in a state of emotional awesomeness, where the employee is perpetually engaged. Consequently, these organizations are achieving profound business results, such as reducing employee turnover by 30%.

Strengthened Resilience: Setting Priorities in a Post-Pandemic World

Abstract: What exactly is strengthened resilience? What have we learned from the past year and the unprecedented pandemic that swept the globe? What are the new priorities for 2021 and beyond? What tools and software can be leveraged as we come out of the pandemic and return to some semblance of normalcy? How has Employee Experience (EX) changed along with CX in the past year? Which one is more important? (They are equally important). What other new KPIs have emerged in the past year?

These are all concepts and questions that contact centers need to think about; looking towards the future is absolutely paramount now that COVID-19’s grip on the world is beginning to loosen. Learn more about the findings of the DMG 2021 Priorities Survey. Plus, get a better understanding about the positive impact WFO software can have on your organization.

Strategies and Tips for Employing a Hybrid Office/Remote Work Model

Abstract: As immunity builds and vaccines continue to roll out, businesses are considering when and how to get employees back into the office safely. Recently, DMG Consulting stated that they “…expect contact centers to operate hybrid models that include at home and in-office workers, and they must modify their policies and practices to accommodate this approach.”

While most contact centers have had work-from-home thrust upon them for the past year, there are special considerations when forecasting and scheduling for a mix of at home and in-office workers. Will you have dedicated in-office and remote staff? What about rotating staff between in-office and remote work? How do you keep in-office staff safe and socially distanced? In this webinar, Alvaria experts will discuss tips and tricks to help with these questions and how leveraging WFM capabilities can provide for the best possible outcomes, no matter what work model you choose.

The Value of Automation

Abstract: Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact center and the tech world in general, with more and more organizations understanding the benefits that it can bring. Whether it is improved efficiencies, cost reductions or improvements to business processes, AI has huge promise. But what kinds of AI and automation can be utilized to improve the workforce and contact center operations? (APM, AQM, EA, NLU)

Alvaria’s suite of workforce management software deploys automation which streamlines scheduling and forecasting while also providing rich insights into KPIs. As stated in the DMG 2021 Priorities Survey, "Two technology categories are driving [contact centers’] surge of innovation: AI and automation.”

Using Analytics-Driven Solutions in the “New Normal”

Abstract: Analytics have played a key role in helping enterprise businesses drive continuous process improvement throughout entire organizations. Companies are using insights from customer interactions to reveal sales, marketing, and operational improvement opportunities that touch every corner of the organization. Contact centers are no exception. Many companies want the ability to have a better understanding of what's happening on the agent and customer side of any given interaction.

WFO capabilities and applications are an enormous help to contact center supervisors and their agents as key performance metrics are updated in real time and provide coachable, actionable insights. Automated processes such as QA/speech analytics, interaction analytics, engagement analytics, and performance analytics are a must-have.

Your Cloud, Your Way, When You’re Ready

Abstract: The DMG 2021 Priorities Survey says the first phase of a contact center’s digital transformation is migration to the cloud. While “moving to the cloud” sounds inconvenient and challenging, it’s more about utilizing the unique features that cloud has to offer. This is less complicated than most would assume.

Although the cloud communications space evolves at high growth rates globally, many more-or-less founded concerns still persist among organizations, such as those surrounding security, the total cost of ownership (TCO) and control over the platform. Yet, the cloud is finding its way due to the need for companies to have increased flexibility in their recurring communications expenditures; be able to reassign IT resources to strategic tasks, and, have access to more advanced features and latest product functionalities.