Zoom Contact Center adds native Workforce Management & Quality Management

Continuing with its impressive rate of platform and feature development, Zoom has announced the launch of native Workforce Management and Quality Management capabilities for Zoom Contact Center.

The impact of improved employee engagement in customer service environments has been well documented over recent years. And with contact centre leaders reporting annual staff turnover rates of 19% and upwards, getting it wrong can be an expensive business. With many organisations now looking for ways to improve efficiency, reduce operating costs, and improve experiences for customers and agents, now is the time to consider streamlining and simplifying your contact centre and customer service technologies.

With these latest releases Zoom is once again proving its commitment to the continued development and improvement of CX technology for its clients.

Zoom Workforce Management

Workforce forecasting and scheduling is a perennial challenge for customer service leaders. Balancing the capacity needs of the contact centre and keeping agent workloads manageable whilst ensuring productivity can be overwhelming enough. Not to mention the additional challenges posed by hybrid working in keeping agents engaged and motivated. In many cases WFM is administered from a spreadsheet which is as time consuming as it is stressful.

Of course, third-party solutions already exist to help organisations rise to these challenges but they are often expensive to deploy and licence. Whereas Zoom Workforce Management removes the need for multiple vendors, reducing unnecessary complexity and cost.

Because let’s face it, customer service leaders don’t need any additional complexity!

Built to complement Zoom Contact Center and Virtual Agent, Zoom Workforce Management leverages proprietary AI and machine learning models to consume data directly from Zoom Contact Center and enables clients to:

• Predict call volumes and handling time for up to four weeks at a time.

• Analyse historical trends to determine future staffing requirements.

• Generate recurring schedules.

• Map agent statuses and automate calculations.

• Manage work shifts and schedules.

• View incremental adherence reporting (real time and historical).

• Customise to your business-specific metrics.

• Administer everything from a single, unified platform.

By removing guesswork from the equation, Zoom Contact Center clients can now streamline forecasting and accurately estimate headcount to keep agents happy and deliver positive customer experiences.

Zoom IQ for Quality Management

Quality Management is another key challenge for customer service leaders. Understanding how agents are performing, identifying poor interactions, and providing the requisite coaching and training to drive customer service improvement can be extremely time-consuming, and specific training needs are difficult to identify. In many contact centres quality management is a task undertaken manually, where QAs take a dip-test of contacts over a defined period of time and then listen to and score the interactions manually on a spreadsheet.

It can be like searching for a needle in a haystack, when all you really want to do is identify the interactions that didn’t go as well as they should have.

Built to complement Zoom Contact Center, and currently available in beta, Zoom IQ for Quality Management provides Zoom’s proprietary AI and machine learning models to extract conversational insights from recorded, transcribed, and summarised customer interactions. This enables contact centre QAs and supervisors to quickly identify contacts that need attention, and score the interaction based on post-call analytics.

The conversational insights generated by Zoom Quality Management include:

• Recording playback (all participants)

• Full transcription

• Interaction engagement score

• Interaction sentiment score

• Interaction summary

• Call quality

• Key callouts

• Next steps/follow-ups

• Agent talk-listen ratio, longest spiel time, filler words, talk speed, patience score

• And more...

By creating teaching moments for your agents from real interaction data, Zoom Contact Center clients can now proactively identify areas of opportunity to improve customer service performance, and ensure compliance with their defined CX processes and regulatory requirements.

About Acceleraate

Acceleraate is a Zoom Solution Partner and Zoom Authorised Reseller, based in the UK. We are CX and customer service optimisation experts and specialise in solving problems by uniting cloud technology with smart and straightforward thinking. We focus on helping businesses reduce effort, improve loyalty, and maximise cost efficiency.

With over 15 years of hands-on experience designing, implementing, and managing cloud contact centres and AI solutions for some of the UK's best-known businesses and brands, we deliver strategy, implementation, system integration, optimisation, and managed services for business.