Alvaria News & Events: January 2022

January 27, 2022

Announcing Alvaria Real Time Optimizer

Earlier this week, we announced the introduction of 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
Persistently monitors call volume and schedule data to ensure appropriate staffing. — Reducing costs and matching agent supply with customer demands
Proactively prompts agents to take lunch breaks or end their shift before extended calls. – Simplifies schedule adherence
Consistently prompts agents with a helping hand when they go beyond thresholds for talk, hold, or after-call work times. – Enhancing call handling

Read the Full Press Release

CIOReview Names Alvaria a Most Promising Gamification Solutions Provider for 2022

Our research has shown that 71% of all employees are not engaged while at work and the average call centre has a 26% attrition rate. Because call centre agents are often the first point of contact, ensuring agent satisfaction is imperative in achieving a stellar customer experience. Gamification is one way to do this. Using game mechanics to motivate and engage call centre employees both intrinsically and extrinsically seamlessly aligns employee behaviours to company goals. Alvaria Motivate helps to engage employees with contests, recognition and rewards.

CIOReview has named Alvaria a Most Promising Gamification Solutions Provider for 2022.

Read the Full CIOReview Article

Alvaria Customer Care Update

2022 is off to an exciting start in Alvaria Customer Care (ACC)! Our global support team of over 300 engineers and leaders is committed to world-class technical support. We are already checking off New Year’s resolutions in just a few short weeks.

Keep reading to see the latest update from Chief Customer Officer, Ed Skowronski and SVP of Global Support and Customer Care, Randy Johns.

See the Update

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The Right Kind of Trust

Maintaining a positive customer experience must be a priority if we want our customer and business relationships to outlast the current regulatory flux and its subsequent changes.

Call centre customer service and the customer experience have been upended in a way that no business anticipated. As the push to self-service and increased touchpoints gives way to multichannel outreach, outbound strategies continue to evolve and become extremely agile and personalised, owing to hyper-segmentation and customised technology...

Keep reading

THINK TANK

Outbound Compliance Virtual Think Tank

Compliant outreach solutions protect both consumers and contact centres, but when they are inefficiently deployed, they can create additional hurdles and headaches.

Join us for a virtual think tank on February 2nd from 2:00 PM – 3:30 PM EDT / 11:00 AM – 12:30 PST for Driving Compliant Collections Campaigns with Alvaria Compliance Tools.

The Alvaria Compliance leadership team will discuss how to implement compliant outreach strategies and how technology can help you stay compliant while delivering exceptional customer experience. This think tank will include an open dialogue between the Alvaria leadership team and attendees, so bring your questions and suggestions!

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The Hybrid Workforce is Here to Stay

Employee engagement has never been a higher business priority — especially for contact centres. The necessity to quickly move from a primarily on-premise to remote workforce due to COVID-19 caught many companies off-guard. The good news is that most have successfully gotten their employees up and running remotely. But, this new work-from-anywhere (WFA) workforce has amplified existing employee demands, challenging businesses to accelerate their response to meet them...

Upcoming Events

Virtual Think Tank: Driving Compliant Collections Campaigns with Alvaria Compliance Tools

Thursday, November 11, 2021 - 12 PM EDT/9 AM PDT

22 in ‘22: Alvaria All-Access Web Series

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CX Connect Virtual Event

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March 15 – 17, 2022

SWPP Annual Conference

April 4 – 6, 2022 – Nashville Tennessee

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