Managing Call Flow and Heavy Call Volumes

Proper call flows are the basis of an effective contact center. If your incoming calls are not appropriately routed to the correct agent, your customers will become frustrated. Optimal call routing, also known as call flow, can radically alter your contact center for the better by ensuring that your customers reach the right agent the first time.

Reporting and Report Formatting

Contact center reporting assists businesses in monitoring agent performance, setting internal targets, and analyzing efficiencies in complaint resolution, response rate, and overall productivity.

Real-Time Displays

Real-time displays allow you to see what’s going on instantaneously in your business so that you can be sure that your callers are receiving the attention they deserve. With real-time displays you can monitor call traffic in the moment, allowing you to determine if calls are being handled correctly by your agents.

Forecasting

Contact Center forecasting is an important aspect of your business. It helps you to estimate contact volume and the number of agents you’ll require to handle that volume. Without contact center forecasting, your customer experience and bottom line will suffer.

Workforce Training and Management

Contact center workforce management ensures the right number of agents are scheduled at the right time. These days, with the expectation of 24/7 customer service, contact center workforce management is more important than ever.

Data Mining

With data mining, you can use your call center to collect and use information to your benefit. Call center data mining allows for better decision-making, security, and customer retention.

Agent Productivity Tools

Tools like Predictive Dialers, CRM integration, Interactive Voice Response menus, and Skills-Based Routing, all help your agents to remain not only productive but efficient as well.

Agent and Queue Control

Optimizing your Contact Center queues not only boost agent performance but also offer a more personalized experience for your customers. With IVR menus, your customers can quickly find the right agent for their query.

Intelligent Announcements

Contact Center intelligent announcements are the greetings and announcements that customers hear when they call in. You can customize your announcements and feature messages such as estimated wait time, music on hold, and information about your business.

Chat, Email, and Fax Queuing and Reporting

As opposed to a traditional Call Center (which can only communicate through calling), Contact Centers also offer chat, email and fax queuing and reporting, making your solution a more efficient way to connect with your customers.