Call centers are a unique type of industry with specific challenges and needs.
High caller volumes require a full complement of agents, but when are the high demand periods?
Difficult customers and occasionally abusive callers can create a great deal of stress.
The isolation of a cubby-hole workspace can leave agents feeling alone and alienated.
Strong leadership from top management to team leaders play a crucial role in the success of your call center operation.
Leaders need comprehensive and accurate reports that draw on information from multiple data sources.
Accurate, timely information can empower your call center’s management and team leaders to make sound decisions.
With leadership playing such a central role in the efficiency, productivity, and overall success in gaining customer satisfaction and consumer loyalty, it seems that elevating and enhancing your call center’s leadership at all levels is paramount.
Since businesses have shifted their focus from revenue generation to customer satisfaction, companies are more inclined to adopting customer centric business strategy to achieve long term profitability and growth.
The concept of customer centricity views company from the perspective of the customers thus, allowing firms to understand their customers’ needs and expectations more conveniently to deliver a better experience.
Enhancing productivity and efficiency of call center agents may seem an overwhelming task.
However, by making a few changes in your system, workflows, and work practices, you may create a huge impact on how your contact center staff develops more and more satisfied customers.
Updated June 2020.
Due to the rapid growth of technology and the increasing use of holistic approaches in businesses, the competition in the customer support industry has increased substantially.
Not only have the developments changed the entire landscape of the industry, but they have also transformed business philosophy from a focus on productivity to customer-centricity.
The customer-centric business needs a thorough understanding of each customer individually to execute strategy and deliver more excellent results, creating higher value.
According to Gilles Beaulac, “Customer-Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.”
Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.
Today, businesses are more concerned about their expenses and tend to be more interested in knowing how much return they may get on an investment within a certain time period.
As a project manager, you need to demonstrate your business intelligence system’s capability to produce positive cash flows in a certain time span to get the go-ahead from top management.
From both operational and strategic perspective, business intelligence is an investment that can offer a promising return on investment (ROI).
A cloud based business intelligence system with reasonable initial costs, an affordable monthly fee, and operational benefits can offer a competitive option to affect ROI substantially.
If you are a contact center manager and considering getting a business intelligence system for your firm, here are few reasons why you should get it ASAP.
Updated February 2020.
A contact center workforce thrives on motivation.
The workplace environment contributes to overall employee morale, which, in turn, impacts employee motivation.
According to BusinessDictionary.com, “Employee morale describes attitudes, emotions, and, overall outlook of employees during their time in a workplace environment.”
Workers with a positive outlook are more productive than those with a negative outlook, and they are likely to stay longer.
The working environment of a call or contact center is significantly different from a traditional office environment.
Employees sit in isolated cubicles for hours at a time.
Call center workers have a stringent break and lunch schedule, and it is essential to keep the agents motivated and to help them manage the stress of their job effectively.
Low morale contributes to a negative working environment, low productivity, and high employee turnover.
As a business manager, it is your responsibility to make advanced resources available to your company in order to improve capacity and efficiency of your workforce.
With growing advancements in technology, buying simple computer hardware or installing a general purpose software suite might not be enough to meet the ever expanding needs of your business.
If you are looking for a better and more efficient data management program for your company, cloud computing is currently the best option available.
This is a web-based service that can run everything from email to complex data analysis programs.
For all those managers who have not yet adopted cloud computing for their business needs, here are top signs indicating that you need a cloud based computing now.
Every business owner needs a business intelligence system to easily view, assess, and understand the information relevant to the past, current, and future performance.
The broad functional capacity of the program can measure processes, methods, and systems to identify issues and trends as well as fine tune operations to meet business objectives.
The Reporting Engine is one such program that provides a comprehensive framework and efficient tools to manage business objectives evaluating actions and procedures of contact centers.
The application furnishes useful data and information for analysis and effective decision-making.
Considering the amount of data out there, the rate at which it is increasing and thus the growing need for information management systems, the Reporting Engine offers smart solutions to contact center businesses.
Here is what you can expect from the system.
Data utilization, information handling and report making are the chief things that control all the other happenings that take place at a contact center.
Data basically is the core corporate asset of an organization that needs to be appropriately synthesized and turned into useful insights.
Even though data is everywhere, it needs to be utilized in a way that enables it to aid an enterprise in the achievement of its desired goals; otherwise it can prove to be completely useless.
Many businesses spend a lot of time in creating reports that will give them proper insights for decision making processes.
While this was necessary some years ago, with the rise in the usage of business intelligence software systems at contact centers it is becoming unnecessary for enterprises to be wasting so much time doing so.
These days, contact center managements are largely benefiting from advanced business intelligence approaches.
These approaches have outshined excel sheets and on house programming and developing solutions that were not only tedious and time consuming but used to cost a lot as well.
The Reporting Engine is one such software that helps enterprises in creating efficient and timely reports that help them in making progress in the market by providing systematic insights.