Call Center Scheduling Featured Article
Report Predicts Increase of Call Center Scheduling in the Cloud by 2013
Call center scheduling software keeps your call center running efficiently, keeps your service levels increasing and your customer base and revenues growing. Call center scheduling in the cloud could bring the efficiency of you call center to whole other level.
A study by Gartner (News - Alert) Research predicts that 75 percent of call centers will incorporate cloud technology into their operations by 2013. This trend has resulted in an increased interest in Appointment-Plus enterprise call center scheduling software as a solution for managing customer service appointments and callbacks.
Gartner Research and increased interest from call centers for Appointment-Plus scheduling software solidify the idea that more corporations, enterprise-level organizations and large businesses are turning to Software as a Service (SaaS (News - Alert)) and cloud technology for their scheduling procedures.
“Call centers and customer service departments play an integral role at corporations, enterprises and large businesses worldwide, but they can also be difficult to properly and effectively manage,” says Bob La Loggia, CEO of Appointment-Plus. “Our online enterprise scheduler is the perfect solution to improve this important operational component.”
Among the cloud applications being leveraged by many call centers and customer service departments is online scheduling software, which has boosted the enthusiasm for booking solutions offered by Appointment-Plus. Appointment-Plus provides an alternative to current BPM procedures through online customer self-scheduling of support calls.
When implemented at call centers and customer service departments, Appointment-Plus enterprise scheduler can have an immediate impact in the management of inbound customer calls. The scheduling system allows the self-scheduling of less urgent and in-depth inquiry appointments beforehand, thereby increasing agent utilization through callbacks during non-productive times.
Appointment-Plus brings customers to a “Book Now” button placed on a Web page or supplies them with a URL back to their scheduler. The customer then selects a day or time for their callback and instantly schedules it. The system’s automated e-mail and text message reminders helps decrease the number of “no-shows” who miss their scheduled appointment calls.
In addition to its premier functionality, features, services and customer support, Appointment-Plus provides a collection of plug-ins, integrations and modules to help businesses operate more efficiently. Among the items featured in its Marketplace are syncs with QuickBooks, Google (News - Alert) Calendar and e-marketing service providers Constant Contact, iContact, MailChimp and Vertical Response.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Rachel Ramsey