Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Communications
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Five Tips for Better Managing Your Contact Center
Five Tips for Better Managing Your Contact Center

By Jennifer LeClaire
March 14, 2013 9:57AM

    Bookmark and Share
"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...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:





 Communications
1.   FTC Wants Fix for Mobile Cramming
2.   Call Center Training: Tips for Success
3.   Avaya Pressing Hard on Cloud-Based UC
4.   Verizon Boosts FiOS Upload Speeds
5.   Bell Labs Pushes Copper to 10 Gbps


advertisement
Call Center Training: Tips for Success
Hire right, role play, and keep it real.
Average Rating:
FTC Wants Fix for Mobile Cramming
Overcharges are 'the perfect scam'.
Average Rating:
Avaya Pressing Hard on Cloud-Based UC
Provides easier, faster provisioning.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.