Mobile Devices in the Call Center

The most important aspect for any type of business to succeed – whether it’s in retail, hospitality or the medical sector, for example – is for the consumer to receive the best quality customer service care, especially when communicating over the telephone. If supplied with a mobile device, these agents are essentially equipped with instant access to unlimited information, and when applied correctly, has the potential to find a solution to whatever issue at hand, literally.

Craig Pumfrey from NICE Systems shed light on how mobile devices can be used in the contact center to help managers improve productivity levels while on the floor. While mobile accessibility has already been a growing trend in call centers, the idea of agents and supervisors operating from a mobile device is the next discussion to make headway.

There are a ton of solutions available currently on the market, such as BPABuilder Concept, that delivers complete call center suites to enable supervisors to monitor their agents and speech analytics in real-time. But if supervisors and agents were able to take all of their management software with them while walking around the office or during the time they left their station, work productivity levels would significantly increase, right?

With the mobility trend underway, and thanks to BYOD, it is important that businesses provide mobile access, which can be done easily with a cloud-based infrastructure. The cloud has proven to be an easier, more cost-effective solution for businesses to operate from. Without a server, all of a data can be stored in one single space, reducing the need for multiple locations and money that is spent on on-premise solutions. In times of crisis or disasters, cloud computing allows systems, applications and data to be copied, backed up and ready to use in another data center in a few short minutes.

While it is important to be able to access data from a mobile device, it is also crucial that businesses offer a mobile application or desktop for their customers. With management applications available on a mobile device, a supervisor would be able to walk around the station and monitor their agents in the palm of their hand, while also being able to have one-one-one interaction with them.

It could be applied to the call center training process, where it can add an innovative edge to the once traditional way of teaching agents the skills that are needed for successful customer experiences. When agents are on a live call, their supervisors can sit next to them with their mobile device with all the training programs available at hand to help best guide them through the process.

If the philosophy of non-stop access of a mobile device was used in the call center, agents and supervisors could both benefit from this unlimited amount of data and information. And essentially, this would make call centers a more intellectually thriving environment for customer experiences to flourish – the key to a successful a call center.

So for call centers looking to expand their reach, it seems that mobile devices could potentially be a noteworthy investment and definitely something to think about.

Edited by Allison Boccamazzo

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