Call Center Management Featured Article
Why Call Center Management Needs UC and Reporting
The communications channels we have available today can make life much simpler. It’s very easy to send a text to verify weekend plans, send an email to a client to ensure they received a proposal and fax your latest timesheet to corporate. If you don’t have a myriad of messages to send, this variety works well. For call center management, however, the disparity in channels could be the downfall of the customer service division.
Consider that email you sent to the client to verify the receipt of the proposal. That same client left you a voicemail two days ago, requesting a change to the information they wanted in the proposal and followed this information up with a fax. Because you were managing so many different channels, you missed the fax and thought you had all the information you needed to land the new account. The oversight reflected poorly on you and your company and the prospect went with someone else.
While not every situation is going to be a make or break connection with a potential client, the reality is people rely on different channels to send information. When activity starts to intensify across those channels, it’s very difficult to keep all information straight and associate it with the proper customer account. Call center management know all too well how important it is to create the seamless experience for the caller and unified communications makes that possible. When the technology is in place, it’s important to use reporting functionality to keep everyone on track.
A recent Monet Software blog followed the same thought process, highlighting the importance of a unified system for quality service delivery and reporting. For call center management, this means access to a system that connects all aspects of skills, scheduling, metrics, quality, compliance and more, presenting information in qualitative and quantitative formats. This ensures metrics are displayed in one place, management can easily associate performance to outcomes and the availability of real-time data ensures immediate reaction and adjustment.
With a unified approach to quality customer care, it’s much easier to evaluate the channels customers use the most, track the information shared, compare performance against expectations and keep all customer information in one place. It’s the purpose behind Monet Software’s call center management solution – providing that keen insight into activities so that overarching goals are driving activity. If you’re ready to make decisions based on integrated information and a unified approach to communications, it’s time to talk to Monet Software.
Edited by Stefania Viscusi