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How Real Time Analytics Wall Boards Help Contact Centres Control Performance

June 9, 2016 No Comments

Featured article by Calvin Paige, Independent Technology Author

Contact centres are truly crucial to many businesses, as a way to give customers a quick and easy way to get answers from a real person when they experience problems or want to make changes to their service accounts. The more successful the business, the higher the demand for their contact centres, and the more a bad customer experience could impact their brand’s reputation. Many organisations who have deployed Skype for Business or Lync as their Unified Communications platform are also using the basic contact centre functionality presented through the use of Response Groups.

Using codesoftware.net wall boards, specifically designed for organisations using Response Groups, these businesses get a huge amount of benefits in terms of the productivity and performance of their call centre agents.

Keeping Agents Motivated

It can be hard to keep on top of things like call handling targets while also providing great service to every person you talk to, so for agents working in a contact centre, having an at a glance view of the status of the call queue and wait times throughout a shift can help a lot. Monitoring performance is just one side of the coin when it comes to getting the best out of a company contact centre, and keeping staff in a motivated and productive mood despite the stresses and difficulties that can be associated with dealing with often unhappy customers all day can make all the difference, reducing staff turnover and improving customer experience.

Responsive Management

Another benefit of having real time analytics displayed on wall mounted monitors around a contact centre is that it allows managers and supervisors to quickly take action when wait times are too high or there are other issues customers will notice immediately. Over time, it can also give a good sense of when the busiest times are and help with resource planning, but the ability to know and respond instantly when volume is unexpectedly high is of huge benefit when you want a contact centre that doesn’t frustrate its callers!

Integrated Technology

Contact centres use different platforms to manage calls, including things Skype for Business and Cisco VOIP solutions. Having analytics tools that integrate with these and then transform that live data into a dashboard that is easy to understand is an excellent way to get more out of the technology that a contact centre is based on, and it is fairly easy to do with software that is designed to give a customisable view of what the contact centre platform is reporting in real time.

Contact centres who use these kinds of dashboards to display analytics have discovered that it helps keep staff accountable, allows managers to plan and react better, and harnesses previously unused capabilities of their contact centre software to get even greater benefits.

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