Adaptive Workforce Management Solutions

AI-powered solutions from OP360 and Alvaria transform workforce management challenges into operational highlights for online retail leader.

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Schedule adherence improvement

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Hours of agent call time boost

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Increased productivity, up 39 bps

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How AI-driven WFM technologies revolutionize operations

Online retail leader partners with OP360 to deploy cutting-edge AI solutions from Alvaria, turning workforce management headaches into a competitive advantage.

Background

A leading online retailer sought to leverage AI to optimize agent staffing, increase efficiency, and enhance the customer experience through improved agent availability.

Challenge

As agent staffing grows, so does the complexity of ensuring optimal staff availability to meet customer needs. The retailer recognized that efficient staff scheduling and attendance management, powered by AI, were critical to delivering exceptional customer service. They turned to OP360, a leader in AI-driven operational management, for a solution.

Solution

OP360 swiftly implemented Alvaria's AI-powered, out-of-the-box solution addressing employee scheduling, labor forecasting, attendance monitoring, performance management, and labor law compliance. Alvaria's Real Time Optimizer, functioning as a real-time virtual agent assistant, completed activities that positively impacted key performance metrics:

- Automatically monitored agent idle time and delivered training, coaching, and off-phone tasks when service levels could best accommodate, streamlining communications.

- Boosted agent morale with automated delivery of surprise breaks and wellness breaks, increasing agent satisfaction and engagement.

- Automatically found the right time to connect agents with supervisors, ensuring individual coaching was completed while protecting service levels.

- Consistently prompted agents with a helping hand when they exceeded thresholds for talk, hold, or after-call work times, enhancing call handling.

Results

OP360 implemented an AI-driven Adaptive Workforce Management (WFM) solution, powered by Alvaria, which significantly enhanced their contact center operations. The solution streamlined real-time adherence processes, ensuring agents remained focused on their tasks and received proactive support during difficult calls. Additionally, the AI-powered historical performance monitoring resulted in a 3.3 hour increase in daily call handling efficiency and a 91% schedule adherence rate, representing a 31% improvement from the initial implementation. These enhancements demonstrate the effectiveness of the AI-driven WFM solution in optimizing agent performance and overall contact center productivity. The AI-optimized forecasting and minimized agent downtime resulted in a 90% agent productivity, reducing costs. Agents appreciated the AI-enabled self-service capabilities, providing positive feedback on ease of use, flexibility, schedule and performance visibility, and enhanced planning abilities.