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Five Tips for Better Managing Your Contact Center
Five Tips for Better Managing Your Contact Center

By Jennifer LeClaire
March 14, 2013 9:57AM

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"When a customer calls into an interactive voice response system, a call center manager can use analytics within the platform to monitor how well the caller is navigating through the process," said Kelly Weinhold of Angel. "The business can instantly see when an issue happens and ideally make immediate changes to the call flow, all with the help of analytics."
 


Managing a contact center in today's competitive environment can make or break your operations. So how do you maximize the upside?

CRM Daily surveyed some contact center experts from various angles to come up with five tips to better manage your contact center.

Invest in Best-In-Class Contact Center Technology

With the rise of social and mobile communications channels, brands need to go where the customers go to ensure requests are being taken care of on consumers' channels of choice, according to Marty Beard, president and CEO of LiveOps. Beard told us this new era of customer service requires seamless integration of all available customer communication avenues.

"Aberdeen research shows that brands using integrated agent desktop technology see a 74 percent increase in year-over-year revenue compared to non-users," Beard said.

"By arming customer service agents with access to a multichannel, integrated agent desktop, contact center agents can better manage their workflow and resolve customer inquiries faster and with greater accuracy across all channels. Increased agent productivity increases customer satisfaction, which, in turn, increases revenue."

Tapping Social and Mobile

Social channels and mobile devices are great tools for reaching out to our customers, said Shana Duthie, vice president of marketing and customer experience at MDLIVE.

"Many customers have grown very accustomed to using their smartphones and tablets to interact with each other and with companies," Duthie explained.

"When we went looking for a customer service technology provider, it was critical that social and mobile channels were right there next to all of the other channels we use for inbound and outbound communications, in both marketing and customer service. Taking a multichannel approach has allowed MDLIVE to ensure customer requests are being taken care of in a timely manner and on the customers' channel of choice."

Leveraging Analytics

Kelly Weinhold, the product strategist for Angel, told us about one tip that can help with better managing a contact center: Using analytics to gain invaluable insights into caller behaviors, attitudes and preferences.

"For example, when a customer calls into an interactive voice response system, a call center manager can use analytics within the platform to monitor how well the caller is navigating through the process," she said. "The business can instantly see when an issue happens and ideally make immediate changes to the call flow, all with the help of analytics. Analytics can drive call centers to make data-driven decisions to consistently improve the customer's experience." (continued...)

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