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A Look Into The Modern Contact Center Part 4

Workforce Optimization

Workforce optimization may be easier said than done. However, with the right tools and proper technology, you can empower your workforce and differentiate your business from your competitors. In our last post, we discussed the revenue booster Speech Analytics, and when coupled with Collaboration Recording and a Workforce Management application, you’ve got an instant Workforce Optimization Suite (WFO).

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A Look Into The Modern Contact Center Part 3

Contact center metrics are important for understanding how your contact center is performing and assessing where to make improvements. Performance data such as average handle or hold time are easy to ascertain with traffic analysis, which we discussed in our last blog entry. By knowing your customers’ calling habits, i.e., who is calling, when they are calling, and how often they call, you get a good estimation of your contact center’s overall volume. However, other metrics like first contact resolution, customer satisfaction, and agent productivity are equally important measures for contact centers as they speak to your brand.

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OUR NEW LOOK!

ISI is pleased to announce a fresh new look and feel to our Infortel® Select dashboard!

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A Look Into The Modern Contact Center Part 2

Understanding what services to offer your customer and the best times to offer them is essential to modernizing the contact center. Call center analytics provide insights to call drivers that will assist in formalizing your strategy for the most optimized routing you can provide. Using interaction analytics such as voice traffic analysis, for example, you can discern when your contact center has the highest call volumes. If, during those times, your tech support center is subject to longer hold or handle times, your call center strategy might be to add web chat. In this example, web chat would allow your customers to access tech support directly from numerous devices, and agents could potentially service several inbound requests at once. When you tap into analytics, you gain the ability to adjust your technology to offer more channels for direct interaction that improve customer satisfaction, agent ratings, and transform your call center into a contact center.

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A Look Into The Modern Contact Center Part 1

The problem with most call centers is the word “call”. These types of communication depots are still in the stone ages when it comes to the myriad ways today’s digital consumers are interacting with businesses. If your business’s call center is still interacting in such limited ways, realize that you’re probably leaving money on the Internet.

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