Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 11 April 2022

Partner Article: Optimise Your Contact Centre Workforce with Real Time Intelligent AI Capability at Alvaria

Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience.

By functioning as a real-time virtual agent assistant, Alvaria Real Time Optimizer call centre application completes activities, which positively impact key performance metrics, such as:

Automatically monitors agent idle time and delivers training, coaching and off-phone tasks when service levels can best accommodate. – Streamlines communications
Boost agent morale with automated delivery of surprise breaks, wellness breaks etc. – Increase agent satisfaction and engagement
Automatically find the right time to connect agents with supervisors to ensure individual coaching is completed. – Protecting Service Level
Consistently prompts agents with a helping hand when they go beyond thresholds for talk, hold, or after-call work times. – Enhancing call handling

Find out how to optimise your workforce with our AI-powered productivity solution.