Call Center Management Featured Article
Managing a Call Center from the Cloud Lets Agents Concentrate on the Sale
According to a recent study call centers are becoming a more important point of revenue generation for companies. With more customers opting out of outbound call services and email marketing campaigns, the call center environment is changing to take advantage of all customer interactions, even those that start with in technical assistance or complaint department.
According to research by Portrait Software, a provider of customer interaction optimization software and part of Pitney Bowes Business Insight (News - Alert) (PBBI), 69 percent of large business to consumer organizations in the UK and US view their call centers as business-critical revenue generators.
60 percent of those polled in this study said that there needed to be better integration of online and call center data, with 54 percent claiming that this challenge would be an essential step in operation for the next year. With more capital generation falling on the call center agent’s ability to upsell and cross sell to inbound customers, making sure skilled employees are available is more important than ever before.
Monet’s call center management solutions are SaaS (News - Alert) based and offer deep management and scheduling options to make sure the call center representatives best equipped for an upsell are available when they’re needed. There are a number of advantages to the cloud based model, including out of the box functionality, unlimited scalability and flexibility.
The most important is of course is the cost associated with one of these systems. While onsite workforce management suites require maintenance, security, and upgrades a shared infrastructure means that a the cloud WFM employer always has the most recent and efficient release and is not responsible for fixing a broken solutions. This frees up call centers to generate the revenue now presenting itself to them and makes personnel scheduling issues and technical concerns an afterthought rather than a priority.
85% of the call centers in the poll said that call center customer interactions are the most critical aspect to conveying brands core principles. Monet’s cloud based software lets a business concentrate on these competencies and communicate their best representation to the customer.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco