I recently wrote a guest blog for Verint that covers the factors behind
the trending workforce management refresh in the contact center
industry. You can find the entire blog here, but in a nutshell, our research
uncovered the fact that almost 18 percent of the industry is replacing
or upgrading their workforce management in 2019, and we expect that
volume of workforce management turnover to continue into 2020.
There are a number of industry and social trends behind this workforce
management refresh, not the least of which are the rising percentage of
at-home agents and the probability that contact centers will have no
choice but to find ways to schedule gig agents, or contract agents, in
2020 and beyond. To dig into the data behind the forecast, read
the blog in its entirety here.
Related to this blog, Verint has published an e-book that is designed
to make workforce management easy in the midst of all the changes that
are affecting the industry. This resource is available at no
charge and can be downloaded here.
I encourage you to take advantage of this informative resource whether
or not a workforce management refresh is in your future.
(The following article is a submission
from NACC Member Quality Contact Solutions. We welcome newsletter
contributions from all NACC members – Ed.)
Key Steps To Successfully Outsource Your Inhouse Customer Care
Are you considering outsourcing your inhouse customer care? There are
many key steps and factors that come into play when considering
outsourcing. How do I pick the right outsource partner? What should I
be looking for? How long will this take? There are so many questions
that need to be answered where do I even begin? So, how do you
Successfully Outsource your Inhouse Customer Care? First and foremost,
you need to have a clear outline and expectations.
There are 6 key steps that you need to look at when preparing to
1. Define the scope of
2. Find your outsource partner
3. Define your deliverables
4. Create an implementation & execution plan
5. Identify your roadblocks
6. Complete end to end testing
Define the call center outsourcing project
There are many key factors to consider in your project scope. First you
must create a project scope description so that all your partners
clearly understand the full scope of the project. Next you need to
identify the needs, goals, expectations & known roadblocks.
Finally, you need to get acceptance from all involved partners. This
may change your scope and many key factors within it.
Find your outsource partner
When looking for the right outsource partner you must consider 5 key
components of the outsourcer.
• What is the outsource
partners culture and values (vision and scope of the outsource partner)?
• How is the company’s financial stability?
• What are the company’s capabilities
(technologically, people, process, size)?
• Is the company credible (ask for client reviews)?
• Most importantly how is the communication and
client management practices handled?
Define your call center outsourcing
What deliverables are you really looking for? First you need to make
sure you have the right people in the room. Identify your stakeholders
so together as a team you can identify the deliverables and reasonable
deliverable dates for the key components of your project. Document
every requirement and deliverable date along with the owner of each.
Make sure to include a sign off piece to this process where at least 2
stakeholders sign off on the completion of the deliverables.
Create a call center outsourcing
You will want to include your stakeholders in all meetings to ensure
that all partners are involved in creating the proper implementation
& execution plan. The plan needs to include milestones, tasks,
budget expectations and timelines. You will need to include an
evaluation process at the beginning of all of the meetings to evaluate
the progress of each of the above-mentioned criteria. Keep these
meetings at a high level and schedule subset meetings to ensure the
plan is staying on target.
Identify your roadblocks with call center
Roadblocks can derail your project so identifying potential roadblocks
up front is critical. Even after identifying the potential roadblocks
you will have other roadblocks that come up throughout your entire
implementation. Don’t let the roadblocks stop your progress include all
stakeholders and come up with alternatives or work arounds.
Complete end to end testing for successful
call center outsourcing
Once you are ready for your implementation and execution it is time to
start your end to end testing. In the end to end testing the entire
application is tested in a real-world scenario such as communicating
with the database, network, hardware and other applications Having a
great plan in place is key to being successful. Be sure to include your
back-end reporting in your end to end testing to ensure the data being
transmitted is coming across appropriately in the outsourcers reporting
Now that you have followed the 6 key steps to Successfully Outsource
your Inhouse Customer Care it is your outsourcers responsibility to manage your account.
You will want to establish the right management team to be the
outsourcers main contact. In this model the manager changes from what
they did before. They now become the manager that is managing a service
provider not service delivery.
Kelli Barabasz is a call center industry leader with
over 25 years of experience and success with call center startups,
client management and implementations. Currently serving as a Senior
Operations Manager for QCS, Kelli’s detail-oriented approach is used to
analyze existing operations and to implement best practices, new
strategies, processes and efficiencies, enabling her clients to achieve
better outcomes. Throughout her career, Kelli has worked on both
inbound and outbound B2B and B2C programs. With expertise in call
center operations, training, workforce management and client services,
Kelli has an unmatched ability to get results for her clients which
have included PBM SXC Health Solutions (now Optum RX), Verizon
Wireless, Figis, Vermont Teddy Bear Company & Demarini Bats. At
PBM, Kelli’s underlying clients EUTF, Cigna, Health Spring, TennCare
and PharMerica. Kelli speaks at call center seminars around the globe
to share her industry knowledge and insights with her peers.
get it. You’re inundated with survey participation requests,
especially at this time of year. So why should you be concerned
with helping the NACC with yet another survey
that takes up your time? I believe the NACC is the only 503(c)
(6) not-for-profit membership organization in the industry and as a
non-profit, we have to rely on the support of other contact center
professionals to help us with our research.
The NACC is university-based and our goal is to present unbiased,
accurate information to the industry. Executive Director David
Butler, PhD, and I both have jobs that provide us with our incomes. We
don’t make money from the NACC, so we don’t have money to spend on ads
and enticements to get you to participate in our survey.
We must count on your kindness and commitment to your chosen profession
to help us provide the data that we share with the industry in this
newsletter and in our library each year.
I hope I’ve convinced you to donate five minutes of your time to this
not-for-profit and complete our survey, which you can find here.
Survey participation does not require any identifying information so
you are guaranteed that no one will contact you for any reason as a
result of your participation in our research.
Believe me when I say we truly appreciate your support on this annual
project. Thank you in advance.
Under The Radar And Into The Mainstream
past October, Cisco announced that it had completed the acquisition of
a company called CloudCherry. Based in Salt Lake City, Utah,
CloudCherry was a privately held Cisco Investments portfolio company,
which makes this an interesting story.
Building on its vision for Cognitive Collaboration in the contact
center, Cisco has added this customer experience management (CEM)
platform to a growing suite of solutions. We see this acquisition
as a notable move by Cisco as the company validates its commitment to
the global customer service market.
I have written a complete analysis of this state-of-the-art customer
journey platform and it is available for you to review here. No registration is required and as we
always promise at the NACC, no one will contact you as a result of your
downloading our documents. My hope is that you’ll find the
analysis useful as you broaden your knowledge of the contact center
In This Issue...
Workforce Management Easy
Key Steps To Outsource Customer Care
2020 Survey: Will You Help Us?
Under Radar/Into Mainstream
"Things turn out best
for people who make the best of the way things turn out."
~ John Wooden
NACC has been burning
the midnight oil and typing until our fingers are sore to bring out
reports to our members. Each is listed below. If you are interested to
see what we are writing about, click on the links
below and download the executive summary of each. If you like
what you see, join the NACC so that you can view these reports and
others that will be coming out soon on our website. These reports will
ensure that you know the latest trends in the industry.