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When it comes to contact centres, operational issues can be quickly and effectively identified and resolved by call monitoring software. Not, only that but it will also increase agent productivity and vastly improve your customer service capabilities thanks to the insight it provides.
The primary use.
- Assessing contact centre agent performance?
- Identifying process breakdowns, mainly in customer interaction lifecycle?
- Measuring the quality of service the customers are receiving?
- Identifying hotspots in regards to operational performance and customer interaction?
Implementation and integration.
- Near seamless integration with telephony and/or VOIP switch? – e.g. Avaya, Cisco, Mitel, BroadSoft, MetaSwitch, etc.?
- Will I need a special voice logger or any commercial “of the shelf” one will suffice?
- Is it possible to pull external data from the CRM system through an API?
- Can I customize questionnaires with questions that are relevant to my contact centre? – crucial for agent evaluation
- Can modify the user interface and layout so that it fits my brand? – personal touch matters, raising brand awareness among your contact centre employees is crucial
- Is the software open source?
- Multiple filtering options; can I filter reports by date, groups, agents and managers?
- Is the software capable of generating easily customizable performance reports?
- Will I be able to easily export and send reports to supervisors, managers and contact centre agents to showcase issues and good examples?
- Is performing form-level summaries a feature as well?
- Are calibration tables included?
Learning, using and mastering.
- Will my employees need hours of training to use the software?
- Can my staff learn to use the software effectively in a matter of minutes?
- Is it an easy to master the application?
- How quickly can new supervisors accustom themselves with software features?
The installation process.
- How long will the installation process take?
- What is the “cooldown” period after which we can effectively start using the software?
- Do we require on-site support during the installation?
- Can we conduct the install process in-house?
These are merely some of the criteria you should consider, if you have something to add, please leave a comment bellow!
There’s a whole bunch of myths surrounding cloud-based communications solutions that are mostly used to dissuade enterprises from implementing them. Lack of control over company sensitive data and problems that may occur when integrating cloud based solutions with other more traditional applications are the two most common concerns.
Companies Lose Control Over Key Data.
This is one of the most common arguments in the effort against cloud based services. You have zero control over your data, you are at the mercy of your cloud provider when it comes to even the most minute matters like, day-to-day changes in configuration or access control.
This argument could not be further from the truth, since one of the key advantages are the modular user interfaces developed by providers – those turn into multifunctional tools in the hands of a manager. When it comes to call centers, the managers can implement a lot of changes without any involvement from the IT department while even closely monitoring their agents since the tools they are using are fitted specially to them.
Difficulty with integration is yet another myth that shrouds Cloud solutions. Most call centers today operate on premise based systems that requite cost heavy CTI integration. Cloud on the other hand uses latest web services technology. It is designed with the motto “user friendly” in mind – making it easier to actually implement into a premise-based system, not to mention other cloud applications.
Cloud based solutions are easily integrated and you don’t loose control over any data. So is this solution right for your enterprise? That is for you to decide.
Keep in mind that consumer demands are on the rise, mobile customer support access, social media integration and many more. Cloud could unify the whole field.
It doe not solve all the problems but can solve most of them or in the very least point us to the logical solution.