5 Features That Could Benefit Your Contact Centre

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There is always room for improvement when it comes to the customer experience. Here are 5 features that could help you better measure and manage your business.

1. Effective reporting

With cradle-to-grave lifecycle reports, your supervisors get a 360-degree view of contact centre events. They can trace activities related to specific calls, identify performance issues and optimise call-flow designs.

Lifecycle reports give supervisors an easy way to report on key performance indicators so they can focus on increasing operational efficiencies.

Managers can also create customisable reports and can even combine data from different tools (e.g. SQL Reporting Services or Crystal Reports). With customisable reporting, you put data in the hands of managers who can put it into action.

2. User-friendly call scripting

Call scripting (or call guiding) can help you to ensure consistent best practice, reduce training costs and provide insights that increase success rates.

The right technology can also improve how companies handle calls by analysing the best call handlers and setting up guides which follow their methods.

The idea is that this should not be an IT task; managers, trainers and administrators can create and modify scripts without any disruption to the day-to-day work.

3. Agent forecasting

Manually configuring employee schedules and retrieving historical data for forecasting is time consuming.

With a workforce scheduling solution, you can free your supervisors from this intensive task. This enables them to create schedules more efficiently and communicate staffing resourcing challenges.

They can also spend more time performing mission-critical functions such as coaching and mentoring agents. Staffing represents the largest single expense for a business, so optimising your employee-to-call ratio is fundamental to efficient operations.

4. Adherence monitoring

With schedule adherence monitoring, supervisors have the tools they need to verify that employees are performing their ‘on’ and ‘off’ phone duties as scheduled.

With out-of-adherence alarming, supervisors are notified immediately when agents are not performing scheduled tasks and can ensure that service levels are not affected. By reviewing adherence reports, supervisors can note trends, coach agents and improve contact centre performance.

5. Interactive agent, queue and call control

With interactive agent control, your employees can quickly change their agent states (available, do not disturb, make busy, etc.), resulting in improved service levels.

Supervisors can save time with queue control and improve customer service by opening and closing queues based on real-time conditions. They can also change agent and queue availability to adjust to call volumes and ensure efficient service.

As an extension of interactive agent and queue control, the interactive call control option provides an immediate response to changing call volumes. Contact centre employees can dynamically control calls to ensure they are dispersed effectively. They can also ensure priority calls are answered first.

Good customer service means survival, but great customer relationships mean competitive advantage.

For more information about Azzurri, visit their website.

Author: Megan Jones

Published On: 11th Nov 2015 - Last modified: 18th Dec 2018
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