ProHance Launches Global Productivity Benchmarking Report for 2023 & Q1-Q3 2024

Revolutionizing Workforce Productivity with Actionable Insights

"As organizations navigate hybrid and dynamic work models, ProHance’s Global Productivity Benchmarking Report offers a powerful tool for identifying and bridging productivity gaps”

— Arvind Sagar, Senior Advisor, ProHance

ProHance, a leading operational analytics and workforce productivity platform, has unveiled its Global Productivity Benchmarking Report. Spanning 2023 through Q3 2024, the report delivers deep, data-backed insights on workforce productivity trends across industries and regions, empowering businesses to drive operational excellence in an evolving work environment. With the increasing adoption of hybrid work models, relying solely on logged hours is becoming outdated. Companies need to focus on productive time—the real 'Most Valuable Player' of workforce efficiency.

Drawing on data from over 197,000 users across 65 organizations globally, the report offers unparalleled analysis across sectors such as Healthcare, BFSI, IT Services, BPO/KPO, and Global Capability Centers (GCCs). Covering key geographies including India, the Philippines, the Americas, Europe, and the MEA region, the findings reveal trends that help organizations unlock their workforce's full potential.

Highlights of the Report:

- Rising Productivity: Average productive hours climbed to 7 hours 24 minutes per day by Q3 2024.

- Sector Excellence: Healthcare/RCM emerged as a standout, consistently surpassing productivity benchmarks.

Regional Insights:

- India and the Philippines led in productivity but highlighted opportunities to reduce idle time.

- The Americas and Europe showcased balanced productivity and idle time metrics.

Organizational Scale Impact:

- Larger organizations demonstrated superior productivity, benefiting from data-driven operational cultures.

- Small and medium businesses revealed untapped potential, particularly in adopting effective tools.

Industry-Specific Trends:

- BFSI logged the highest idle time, signalling areas for operational improvement.

- IT Services and GCCs showed advanced adoption of collaboration tools to support distributed teams.

- Hybrid Work Redefined: Productive time, not just logged hours, emerged as the critical benchmark in hybrid work setups.

New Features:
- The current edition of the report introduces granular insights into tool utilization by industry and organizational scale, enabling businesses to craft customized strategies for workforce engagement and efficiency.

“As organizations navigate hybrid and dynamic work models, ProHance’s Global Productivity Benchmarking Report offers a powerful tool for identifying and bridging productivity gaps,” said Arvind Sagar, Senior Advisor at ProHance. “Armed with this data, leaders can drive meaningful, analytics-based transformations to improve workforce efficiency and achieve sustainable growth.”

ProHance reaffirms its commitment to revolutionizing workforce productivity by empowering organizations with actionable intelligence for building robust operational frameworks.

To download the full report and learn more about how ProHance can transform your workforce, visit https://www.prohance.net/global-productivity-benchmarking-report.php

About ProHance:
ProHance empowers organizations with its comprehensive suite of tools, designed to elevate productivity, enforce compliance, streamline costs, and enable data-driven decision-making. Currently used by over 380,000 users in 25+ countries, ProHance helps enterprises achieve operational excellence and strategic goals. For more, log onto www.prohance.net

Shikha Mishra
ProHance
sh******@pr******.net

Integration of Echo AI Advances Calabrio’s Aim to Improve Customer Experiences and Optimize Contact Centers Through Cutting-Edge AI

MINNEAPOLIS – December 11, 2024 – Calabrio, today announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centers with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.

With the global customer experience management (CXM) market projected to grow from $19 billion in 2024 to $43 billion by 2029, Echo AI’s technology will provide automated quality management with 100% customization and bolster Calabrio’s offerings in customer experience (CX) intelligence and agent performance coaching, providing a deeper view into customer interactions and optimizing human and bot performance.

Echo AI’s technology analyzes every customer conversation across multiple channels, including calls, tickets, surveys and reviews, turning them into opportunities to increase conversions, improve bot and agent interactions, reduce costs, and reveal new business opportunities. By deploying a unique pipeline of large language models (LLMs), the technology analyzes millions of data points and delivers insights that drive customer retention, operational efficiency and growth.

“Calabrio believes AI is the cornerstone of innovation in the contact center,” said Dave Rhodes, CEO of Calabrio. “The Echo AI acquisition reflects our ongoing investment in solutions that enable automation, improve quality management and provide precise data to inform decisions.

Enhanced AI Capabilities for Calabrio’s Suite

This integration, incorporating generative AI-driven conversation intelligence, will significantly impact the contact center industry in two critical ways:

By analyzing every customer interaction, across all channels, contact centers can quicky access context-rich insights. The result is the identification of key customer opportunities, trends and risks, and the ability for businesses to rapidly respond to them.
Specific, prioritized training and coaching for agents is possible due to the depth of data gleaned from agent-customer interactions. Agents, better equipped to improve performance with unbiased, automated quality grading, can positively impact customers’ experiences, and ultimately, improve customer satisfaction.

“Echo AI’s technology aligns with Calabrio’s vision of an AI-enabled contact center,” added Rhodes. “With this acquisition, we’re accelerating our effort to provide a seamless integration of human and AI-driven intelligence, empowering agents to improve efficiency and dramatically improve customer interactions.”

A Shared Vision for the Future

In September of 2024, Echo AI was recognized as a Gartner Cool Vendor for Customer Service and Support and has built a reputation for harnessing generative AI to uncover critical insights and improve customer outcomes.

“We are thrilled to join Calabrio to advance and accelerate the adoption and impact of generative AI in the contact center” said Alex Kvamme, Co-founder and CEO of Echo AI. “Together, we’ll help businesses unlock new levels of customer understanding and service excellence with unmatched depth, speed and precision.”

The acquisition aligns with Calabrio’s strategic roadmap for AI innovation, focusing on improving customer experience by identifying potential issues and trends early and addressing them proactively. One of the most advanced solutions in the industry, this integration will provide the technological underpinnings enabling contact center leaders, operators and agents to embrace the AI-augmented era.

For more information about Calabrio and its expanded suite of solutions, visit: www.calabrio.com.

About Echo AI

Echo AI is a genAI-native conversation intelligence platform that deeply analyzes customer conversations and transforms them into the insights and actions that drive growth. By analyzing 100% of customer interactions—from calls to tickets, surveys, and reviews—Echo AI rapidly finds key perishable insights that improve every layer of the organization while automatically scoring agent and bot performance.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia. Follow us on LinkedIn. Follow us on X.

Bengaluru, 23rd September 2024: In the face of mounting macro-economic challenges, Global Business Services (GBS) organizations are at a pivotal moment. A new study by Zinnov, a global management and strategy consulting firm, in collaboration with ProHance, a productivity management pioneer, underscores the critical need for GBS leaders to implement robust productivity frameworks to not only withstand economic pressures but also drive sustainable growth.

Navigating the Crossroads of GBS: The Need for a Data-driven Productivity Framework

GBS organizations today are navigating a complex landscape marked by economic uncertainty, talent retention challenges, and rapid technological advancements. The study highlights that 53% of GBS leaders rank productivity improvement as their top priority for 2024. This focus is driven by the dual need to enhance operational efficiency and foster innovation amidst ongoing economic headwinds.

As the economic environment remains volatile with inflation, geopolitical risks, and supply chain disruptions, the pressure on GBS organizations to deliver cost efficiencies has intensified. Zinnov and ProHance’s study reveals that a data-driven approach to productivity management is not just desirable but essential. With 52% of leaders citing limited access to reliable data as a key barrier, there is an urgent need for comprehensive visibility and actionable insights to optimize operations and impact the bottom-line effectively. In response, GBS leaders are increasingly focusing on productivity as a critical lever to mitigate these pressures and ensure organizational resilience.

This one of a kind study by Zinnov and ProHance guides GBS leaders on how productivity can serve as a key lever to navigate these challenges and offers a roadmap for sustainably enhancing productivity. The key to success lies in transforming data into actionable intelligence and integrating it across people, processes, and technology. This holistic approach not only enhances immediate productivity gains but also builds a culture of continuous improvement, positioning GBS organizations as strategic enablers within their parent organizations.

From Quick Wins to Sustained Impact: The Journey of Productivity Transformation

The study outlines a three-step strategy for GBS leaders to enhance productivity and achieve sustained impact –

  1. Visibility: The first step is gaining comprehensive visibility into workforce data. This involves leveraging advanced analytics tools to capture and visualize performance metrics, enabling GBS leaders to identify bottlenecks and areas for improvement.
  2. Interventions: Once visibility is established, targeted interventions can be implemented. These range from optimizing resource allocation and task prioritization to reengineering processes and integrating Automation and AI technologies. The goal is to enhance both short-term productivity and long-term operational resilience.
  3. Change Management: Effective change management is crucial to the success of any productivity initiative. The study emphasizes the need for a strategic approach to manage stakeholder expectations, align priorities, and drive cultural change across the organization.

The study also captures compelling, real-world case studies that demonstrate how organizations at different stages of their productivity journey can achieve significant gains – with a framework approach. The Zinnov-ProHance Productivity framework is designed to help organizations systematically identify pain points and curate targeted interventions. With early-stage organizations reporting up to a 20% improvement in productivity levels, the framework-led approach clearly has merits.

The Strategic Imperative: Embracing Productivity for Sustainable Growth

In light of the study’s findings, it is clear that productivity is no longer just a measure of efficiency but a strategic imperative for GBS organizations. As the role of GBS evolves from being a cost center to a value driver, leaders must adopt a more nuanced approach to productivity management—one that balances cost efficiencies with value creation and innovation.

Talking about the study, Karthik Padmanabhan, Managing Partner at Zinnov, said, “Today, the pursuit of productivity extends beyond just deploying advanced tools – it requires a cohesive, framework-led approach. With 52% of leaders citing limited access to reliable data as a major barrier, and productivity dropping by 15% after 8 hours of work, it’s clear that sustainable productivity is not just about working harder, but smarter. By setting realistic targets and KPIs, the Zinnov-ProHance approach helps move 19% of employees into high productivity zones within six months, driving impactful change across people, processes, and technology. The Zinnov-ProHance Productivity Quadrants framework provides a strategic blueprint for GBS organizations to baseline and benchmark productivity, allowing them to make data-driven decisions. As GBS leaders navigate the complexities of modern business, adopting this holistic approach will be essential to sustain and scale their impact.”

The Path Forward: Leveraging Data for Strategic Advantage

For GBS leaders, the path forward is clear: embrace a productivity framework that integrates advanced analytics, targeted interventions, and strategic change management to navigate the complexities of the current business environment and unlock sustainable growth.

“Driving the productivity agenda within GBS demands a robust measurement system. The enterprise productivity landscape is increasingly complex and cluttered with various technologies such as Generative AI, RPA, and Process Discovery. However, the impact of these technologies on optimizing investments in human capital often remains unclear. ProHance offers a comprehensive understanding of work patterns and their influence on efficiency and productivity. This study, grounded in first principles, provides accurate measurement and presents an alternative perspective, enabling GBS organizations to cut through the noise and focus on the true drivers of sustainable productivity,” said Ankur Dhingra, CEO, ProHance.  

About Zinnov

Founded in 2002, Zinnov is a global management and strategy consulting firm, with presence in New York, Santa Clara, Houston, Seattle, Bangalore, Gurgaon, Hyderabad, Pune, and Paris. Over the past 22 years, Zinnov has successfully consulted with over 250+ Fortune 500 enterprises to develop actionable insights to help them accelerate their technology journeys to create value – across dimensions of revenue, transformation, and optimization. With core expertise in Digital Engineering Talent, Digital Transformation, Innovation, and Outsourcing Advisory, Zinnov assists clients by:

 

 

With their team of experienced consultants, subject matter experts, and research professionals, Zinnov serves clients from across multiple industry verticals including Enterprise Software, BFSI, Healthcare, Automotive, Retail, and Telecom in the US, Europe, Japan, and India. For more information, visit http://www.zinnov.com.

 

About ProHance

ProHance is an industry leader in the enterprise workforce analytics, productivity intelligence, and operational empowerment with 370,000+ users across 25 countries. The cloud-based platform is tailored for the hybrid work environment and productivity enhancement especially in GBS organizations through years of collaboration with companies like Tesco, JLL, American Express, Tata Power, Lowe’s, and more. In an age when remote and hybrid work has become table stakes for the contemporary enterprise, solutions like ProHance enable businesses to track productivity beyond simple metrics and generate real-time workforce intelligence to the executive leaders that crave actionable insights.

For more information, log onto: www.prohance.net.

Media Contacts:

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Chief Marketing Officer, Zinnov

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New era of growth to be led by newly appointed Chief Executive Officer, Darryl Kelly

(Atlanta - September 4, 2024) Alvaria, a pioneer in workforce management and contact center customer experience technology, servicing large global enterprises and rapidly growing consumer brands, today announced the rebirth of Aspect in response to accelerated company growth and a demand for more complex tools to support hybrid, remote and in-person workforces. Aspect encapsulates Alvaria’s Enterprise Workforce Suite and will operate as an Alvaria-owned subsidiary.

Aspect returns to the brand portfolio with a modern and innovative suite of products, including their new next-generation platform, WorkforceOS, powered by predictive analytics and a mission to humanize the service economy. Aspect has a rich history of innovation and leadership in the contact center space, having pioneered the world’s first Automatic Call Distribution (ACD) and the first Workforce Management Software for contact centers.

Alvaria has named Darryl Kelly as Chief Executive Officer to steward this brand evolution. Kelly, an accomplished senior leader, previously served for two years as Alvaria’s Chief Strategy Officer, in addition to leading strategic initiatives at companies including Bain & Co, RingCentral/Connect First, and LivePerson. While serving as Chief Strategy Officer at Alvaria, Kelly led the creation of WorkforceOS while simultaneously driving double digit Enterprise Cloud revenue growth in the past two years.

”Given we’re doubling down on innovation with this next chapter, we want to honor where it all began, so bringing the Aspect name back seems like a natural fit. With the workforce landscape changing significantly, corporations can rely on us to help them build more resilient, engaged, and agile frontline teams that can thrive in an always changing world,” said Darryl Kelly, newly appointed Aspect CEO.

Over the past 50 years, Alvaria has elevated its status as a market leader within the workforce technology and call center industries servicing many companies including airlines, financial service organizations, healthcare, insurance, retail, and more. With over

750K employees using their products across 20 countries, Alvaria is committed to changing work culture and creating longer ownership cycles for businesses.

To further explore Aspect’s Workforce Enterprise Suite, now in beta, visit www.aspect.com.

About Alvaria

Alvaria is on a mission to humanize the service economy. As an industry leader in workforce management and contact center CX technology for over 50 years, Alvaria has provided large global enterprises with a comprehensive suite of secure, autonomous solutions that enhance satisfaction and success for both employees and customers. This vision fosters a more connected and thriving world and drives brand loyalty for clients. In response to accelerated company growth, Alvaria announced the return of its legacy brand Aspect, which aims to deliver innovation, larger efficiencies, and greater business results. For more information, visit www.alvaria.com.

Post-acquisition, ProHance aims to build on its success and strategically expand into important markets such as the Philippines, Australia, and South America

BENGALURU, KARNATAKA, INDIA -- Private equity firm ChrysCapital has acquired a 75 per cent stake in ProHance, a business-to-business software-as-a-service (B2B SaaS) platform offering workforce analytics and operations enablement.

The investment will be primarily used to accelerate ProHance’s expansion across the globe and further strengthen its market dominance. ProHance was founded by Kishore Reddy and Rajesh Sharma in 2009 with a vision of creating a world-class global product out of India.

The investment marks ChrysCapital’s foray into the growing Indian SaaS ecosystem that is currently valued at over $12 billion. Indian SaaS has outpaced the global market growth with ~5% market share and is poised to reach 8% by CY27. ChrysCapital is one of the leading investment firms based out of India that manages $5 billion across nine funds and has valuable experience in investing across a breadth of sectors to leverage growth.

ProHance offers enterprises actionable analytics to improve their operational productivity. It is an enterprise-grade product being leveraged by over 370,000 users in more than 25 countries.

ProHance founders, Kishore & Rajesh, commented “ProHance has achieved remarkable success in deploying its product at leading IT/BPO, GCC, BFSI clients in India and the US, and with ChrysCapital’s acquisition, ProHance hopes to build on its success and plans to strategically expand into important markets such as the Philippines, Australia, and South America.”

The founders and existing senior leadership of Prohance will remain an integral part of the business post the acquisition.

Ankur Dhingra, CEO of ProHance, said, “We are excited to partner with ChrysCapital as it will empower us to accelerate our global expansion efforts and align seamlessly with our vision of becoming a market leader. Our commitment to innovation, coupled with a dedicated team and robust solutions, has garnered significant recognition and trust from clients.”

Sanjay Jalona, Operating Partner, ChrysCapital Advisors, stated, "ChrysCapital is delighted to back ProHance, a company distinguished by its execution-oriented leadership. Platforms like ProHance play a pivotal role in a hybrid workplace, seamlessly connecting and empowering teams to collaborate efficiently regardless of physical location. I have personally seen the benefits of ProHance having been one of their largest clients at prior organizations.”

Rishabh Iyer, Vice President, ChrysCapital Advisors, stated, " At ChrysCapital, we see tremendous potential in ‘India for Global SaaS’ given the large developer talent pool and higher adoption of cloud in global enterprises. We are excited to be partnering with an innovative and dynamic company for our inaugural investment in the SaaS sector.”

DC Advisory was the exclusive financial advisor to ProHance and its shareholders.

For this transaction, Cyril Amarchand Mangaldas and Cooley served as the legal counsel for ChrysCapital and EY as the accounting and tax advisor. BLC served as legal counsel and Aeka Advisors for ProHance.

 

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NASHVILLE, TENNESSEE – March 4, 2024 – The Society of Workforce Planning Professionals (SWPP) has announced Elias Saykali of TD Bank Group as the winner of the 2024 Workforce  Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.

“We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Elias as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through his  leadership and vision, he was able to achieve great results for his company and their customers in the workforce management arena.”

The other finalists for the award include Eric Bigelow of Qualfon, Brandon Kelly of Options for All, My Tran of UC Davis Health, and Chris Trujillo of Memorial Hermann. The SWPP Board of  Advisors selected the five finalists from nominations submitted on the SWPP website. The Workforce Management Professional of the Year award is chosen from the five finalists by the Board of Advisors and announced at the 2024 SWPP Annual Conference.

Elias Saykali is Senior Leader, WFM Command & Dispatch Centre for TD Bank Group. This financial services company employs 12,000 agents in 23 locations and remotely on a 24x7 basis. They handle five million monthly inbound and outbound voice, inbound chat, social, email and back office contacts. The technology used includes Cisco UCCE, Genesys Routing, NICE WFM and EEM,
Genesys WFM, and Verint. The workforce management team employs 160 people.

According to the Senior Manager of Command & Dispatch, Elias possesses a rare combination of strategic thinking and hands-on problem-solving, making him an exceptional leader. His ability to envision and implement groundbreaking processes has been a driving force behind his team’s success. He is known for fostering a collaborative and motivated team environment where his leadership has become synonymous with success.

Elias has accomplished many amazing things during his tenure at TD Bank that produced great results for the organization, including:

Elias consistently secures the highest employee engagement survey results across the entire WFM department with a 98% employee engagement index score (median score 86%).

NASHVILLE, TENNESSEE – Feb. 28, 2024 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2024 Workforce Management Professional
of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Eric Bigelow of Qualfon, Brandon
Kelly of Options for All, Elias Saykali of TD Bank Group, My Tran of UC Davis Health, and Chris Trujillo of Memorial Hermann.

“These five workforce management professionals are truly representative of the ‘best of the best’ in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies. We are pleased to present them as finalists for this distinguished award.” The winner of the award will be announced at the SWPP Annual Conference, which is held in Nashville, Tennessee on March 4-6, 2024.

Eric Bigelow is Workforce & Systems Support Manager for Qualfon, a business process outsourcer with 10,000 agents in 25 locations operating 24x7. Monthly volume is eight million contacts including phone, chat, email, and back office. The workforce management team includes 200 people utilizing Verint WFM systems. Eric’s team includes four analysts supporting the 200 WFM team members.

Eric began his contact center career in frontline roles and moved to an insurance company in their WFM team as it expanded from one center to multiple sites and BPO relationships. He then joined Qualfon, where he led the WFM team and real-time analytics (RTA) team before becoming the internal product manager for Qualfon’s Verint solutions. Here are just a few of Eric’s accomplishments:

Eric’s team rolled out Request Management and the Verint Mobile Work View application, converting a manual email-based process for shift changes and exceptions to an automated one. This saved time for employees, supervisors, and managers by handling schedule changes, callouts, no shows, and absenteeism. This improved employee satisfaction with increased scheduling flexibility. The WFM team saw 3000 tickets per month reduced by 55%. The no call/no show rate was reduced to 5% from 7-8% and a 1-2% reduction in attrition has resulted in a 33% reduction in the new hire classes.

The team is now working to deploy flextime to give employees options to better manage work-life balance. Previously, employees who couldn’t get a shift change request approved for an appointment would often call out for a full day. Now they can work their full weekly hours and still attend the appointment. This increases productivity and employee engagement, reduces absenteeism and no shows, and lessens the impact on service levels.

Brandan Kelly is Workforce Manager for Options for All, a health and human services company serving adults with intellectual and developmental disabilities. The center operates Monday-Friday from 7am-5pm and employs 350 agents in seven centers with some agents working from home. The center uses Zira for workforce management with integration to SetWorks as the CRM, and Paycom as the HRIS.

After completing six years in the US Navy, Brandan joined Options for All as a frontline agent. As he transitioned into the role of Workforce Manager, he recognized the need to enhance the scheduling efficiency and align WFM planning with dynamic client contact requirements. Utilizing an RFP process, Brandan selected a vendor who partnered with them to iterate through multiple rounds of development and testing that resulted in an AIpowered scheduling system utilizing advanced algorithms. The system automated the staff-client matching process, ensuring optimal workforce deployment and automated workflows for routing tasks such as emails and SMS. It also provides a real-time attendance tracking system to monitor and improve staff presence.

Brandan has had many accomplishments, including:

Brandon was distinguished as a keynote speaker at two pivotal industry symposiums, addressing a statewide assembly for the California Department of Developmental Services and a national audience at ANCOR, where he shaped conversation for ANCOR’s influence in the national’s capital on behalf of individuals with intellectual and developmental disabilities. In each forum, Brandan delivered a comprehensive talk on his pioneering development and deployment of a state-of-the-art scheduling system, a groundbreaking innovation in the realm of call center operations. His discourse detailed the journey from conceptualization to execution of this novel scheduling model, which has set a new benchmark for operational efficiency in the sector.

Elias Saykali is Senior Leader, WFM Command & Dispatch Centre for TD Bank Group. This financial services company employs 12,000 agents in 23 locations and remotely on a 24x7 basis. They handle five million monthly inbound and outbound voice, inbound chat, social, email and back office contacts. The technology used includes Cisco UCCE, Genesys Routing, NICE WFM and EEM, Genesys WFM, and Verint. The workforce management team employs 160 people.

According to the Senior Manager of Command & Dispatch, Elias possesses a rare combination of strategic thinking and hands-on problem-solving, making him an exceptional leader. His ability to envision and implement ground-breaking processes has been a driving force behind his team’s success. He is known for fostering a collaborative and motivated team environment where his leadership has become synonymous with success.

Elias has accomplished many amazing things during his tenure at TD Bank that produced great results for the organization, including:

Elias consistently secures the highest employee engagement survey results across the entire WFM department with a 98% employee engagement index score (median score 86%).

My Tran is Business System Analyst Supervisor II for UC Davis Health. The organization has one center but over 80% of the 300 agents work from home. Cisco Unified Contact Center and Calabrio One WFM are utilized. The WFM team has two additional members reporting to My. The agents handle 1.5 million inbound patient inquiries, make 15,000 outbound patient contacts, and 150,000 patient referrals per year.

My began his career as a phone agent and then supervisor. When WFM was introduced in his center at a previous job, he volunteered to spend time with the WFM team to better understand what WFM is and why it matters. He then joined another organization where he worked alongside the individual who had built eHealth’s WFM function from the ground up. When the opportunity to build the first-ever WFM function at UC Davis Medical Center presented itself, he jumped at the chance.

The UC Davis Medical Center relied on its front-desk receptionists to handle patient checkins and scheduling, which was not efficient and did not provide the superior customer experience they wanted. Launching a modern, WFM-fueled contact center took the service level from 35% in 60 seconds to 60% in 60 seconds with an abandonment rate of 1.74%, but My believed they could reach 80% in 30 seconds. However, that required a significant change in the processes and culture which required education and knowledge sharing with a team of tenured personnel.

The results of My’s initiatives included:

My’s focus on continuing improvements and education has included creating training materials and classes, dashboards to enable agents to self-monitor, collaboration with the quality team, a SharePoint knowledge management system, dashboards for telephony, WFM and operations, and he is leading the definition, planning, and development of a contact center technology roadmap to cover the next five years.

Chris Trujillo is System Director of Workforce Manager for Memorial Hermann. This healthcare organization operates 10 centers 24x7 using Cisco and Calabrio WFM technology. The 500 agents handle 650,000 monthly contacts and the operation has a WFM team of six people.

Chris has over 20 years of WFM, capacity planning, and analytics experience in centers of all sizes. He has worked with a variety of systems and built/rebuilt WFM departments in multiple contact centers. He joined Memorial Herman two years ago, and the organization had no WFM processes or systems at the time. At the time he joined Memorial Hermann, the wait times in some departments were as high as 10+ minutes.

The Calabrio WFM system was implemented along with Core Reporting. Chris’s accomplishments include:

According to Dale Sturgill, VP of Strategy, “Chris’s work has led to efficiency gains not seen in Memorial Hermann contact centers in all its history. As the company moves toward a more digital set up, Chris’s efforts have prepared for the transition while also taking care of patients.”

The SWPP Board of Advisors selected the five finalists from nominations submitted on the SWPP website. The Workforce Management Professional of the Year award is chosen from the five finalists by the Board of Advisors and will be announced at the 2024 SWPP Annual Conference.

Solution’s 80% accuracy rate expected to reach 90% in 2024

Atlanta – September 12, 2023 – Intradiem, the leading provider of contact center automation solutions, is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk of attrition at the agent level. Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, the rate is expected to increase to 90% or more by 2024.

Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn raises costs and undercuts consistent customer brand experiences. Agent attrition is estimated at 40-70% annually, with some organizations turning over their entire agent populations each year. Replacing a single agent can cost $20,000 to $35,000.

“Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced employees can negatively impact the customer experience,” said Robin Gareiss, CEO and Principal Analyst at Metrigy, a research firm specializing in customer and employee engagement. “Intradiem’s solution helps companies retain what are among their most valuable employees–those who know the customer. By using Intradiem to identify agents who are at risk of quitting and immediately taking actions to remediate, companies will save money and enjoy happier agents.”

Using its vast real-time contact center data, Intradiem’s AI model measures the data against expectations or past performance in real time and designates each agent’s burnout risk on its dashboard. Once an agent is identified as an attrition risk, the tool alerts a supervisor and provides recommendations to reduce the risk of resignation. Recommendations range from initiating conversations to deploying additional training, coaching, surprise wellness breaks, or other actions, many of which can be automatically scheduled or delivered through Intradiem.

“With Intradiem’s extensive amount of real-time data and our talented team of developers and industry experts, we can bring powerful AI solutions to contact centers’ most critical and enduring challenges,” said Intradiem CEO Matt McConnell. “This is a genuine breakthrough with benefits that will ripple through the entire customer service delivery chain, from agents to operations to customers.”

To learn more about this first-of-its-kind AI-powered solution, register for Intradiem’s September 14 webinar hosted by the Society of Workforce Planning Professionals (SWPP): Busting Burnout – How you can use AI to predict and dramatically reduce Contact Center Attrition

About Intradiem

Intradiem believes technology should be used to empower workers, not replace them. Our patented, AI-powered contact center automation technology integrates with WFM, ACD, and other systems and processes their data output in real time, revealing unused capacity that can be redirected to its most productive use. Through real-time monitoring of schedules, call volume and workflow, Intradiem delivers unprecedented call-handling support and identifies opportunities to deliver breaks, training, and other time-sensitive tasks within the flow of actual conditions. We help contact centers boost operating efficiency, enhance agent engagement, and improve end-customer experiences while delivering concrete savings and same-year investment return.

 

About Metrigy

Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, consumer experience, and employee experience – along with several related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.

Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction.

Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences.

With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations.

According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in agent productivity and a significant reduction in costs. Through this partnership, Natterbox and Playvox empower contact centers to achieve these efficiencies and more. With Playvox’s workforce engagement tools seamlessly integrated into Natterbox’s contact center platform, managers will have the power to optimize agent scheduling, improve forecast accuracy, and enhance overall operational efficiency.

Jamie Cooper, Chief Product Officer at Natterbox, expressed his thoughts, stating, “This collaboration with Playvox is a great milestone for Natterbox and our customers. By combining our contact center expertise with Playvox’s workforce management capabilities, our customers can have an all-in-one solution that not only streamlines workforce planning but also enables them to deliver exceptional experiences to their customers.”

Louis Bucciarelli, Playvox’s CEO, also commented, “At Playvox, our mission is to empower contact centers to reduce costs and improve customer outcomes in the omnichannel age through our AI-infused solutions. Our partnership with Natterbox aligns perfectly with our vision, allowing us to deliver an industry-leading, fully integrated solution that addresses the growing demands of modern contact center operations. Together, we will bring enhanced efficiency, productivity, and customer satisfaction to the industry.”

Natterbox and Playvox will work closely together to ensure seamless integration of their respective technologies, enabling contact centers to enjoy the benefits of this collaboration. As a result of this partnership, contact centers will have the tools needed to overcome workforce management challenges, unleash the true potential of their agents, and deliver remarkable experiences to their customers.

For more information about Natterbox and Playvox, please visit www.playvox.com/partners/natterbox/

The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams.

New York, London, Tel Aviv, June 16,  2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.

Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, agents, and supervisors in a dynamic feedback loop, organizations can better understand gaps and more efficiently execute action plans, improving both the employee and customer experience. QATC shares our values and our commitment to elevating the quality assurance experience to help teams drive the most powerful results.”

When asked about the new partnership, Vicki Herrell, QATC Executive Director, stated, “QATC is thrilled to have Centrical join us as we continue on our mission to provide networking and education opportunities for quality assurance and training professionals around the world.”

For over a decade, Centrical has partnered with the world’s leading call centers across industries and organization types to help build strong frontline teams and optimize quality assurance. The Centrical Performance eXperience Platform provides a personalized, holistic approach to quality assurance. The platform leverages AI and advanced gamification to boost motivation, engagement, and performance, leading to a 64% decrease in error rates, an 84% increase in compliance scores, and a 10% improvement in CSAT scores. To learn more about Centrical watch a quick preview of the platform and request your personalized overview.

 

About Centrical 

Centrical is an AI-powered employee Performance eXperience platform that drives best-in-class customer experiences for the world’s leading brands through frontline agent success and growth. The platform provides a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE, through a gamified solution to help organizations improve productivity and sales, reduce costs, lower attrition, and increase customer satisfaction.

Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. Centrical has offices in New York, Tel-Aviv, and London and customers include leading multinational enterprises such as Microsoft, Teleperformance, Synchrony Financial, and more.

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