Contact Center Manager Perspective
Was Tom Cruise a Contact Center Manager? We all know that the Contact Center Manager faces “Mission Impossible” daily.
- Answer the call within 20 seconds!
- Serve the customer’s need within 4 minutes!
- Resolve the customer’s problem in one call!
- Retain contact center agents!
- Retain customers!
- Upsell!
- Make outbound calls while answering inbound calls!
- Handle emails and web chats at the same time as voice calls!
- Service more requests (faster) with less staff!
- Don’t overstaff!
- Don’t under-staff!
- STAY ON BUDGET!
- And on, and on!
How can you possibly meet all of these demands? It takes reliable technology and high performance management tools. The Interactive Intelligence Customer Interaction Center® (CIC) solution is a big part of the answer.
In a single system solution you can:
Deliver functionality such as ACD, skills routing, IVR, call recording, dialing, CTI, web chat, email queue management, fax, web collaboration, web call back, and more as pre-integrated software modules for a seamless customer experience. Another advantage of the “all-in-one” platform is that there is a single supervisor interface for all application modules and a single reporting system.
- Record calls, screen activity and other interactions such as email, web chats, and call backs for after-the –call scoring and evaluations (Quality Monitoring) as well full time recording for compliance purposes.
- Manage schedules, forecasts, and adherence to forecast with a truly integrated Workforce Management Solution.
- Real-time supervisor tools to monitor exactly what’s happening in the center NOW. Set and monitor service levels by team, group or individual. Trigger alarms based upon real-time performance.
Yes, the integrated set of service features and management tools will help you solve Mission Impossible. However while the IC “All-in-one Solution” eliminates many of the technological obstacles, as we all have learned, technology alone is not the answer. This where Altivon comes in. . Altivon is a true “value-add” business partner that will work with your team to customize, configure and integrate the technology to meet your exact business needs. We understand and share “Best Practices”. We will also train your staff and agents in how to get the most out of the system. You will benefit from sharing your best practices with other Altivon users at our annual Altivon User’s Conference . Altivon has been helping our customer’s elevate the communications experience of their customers since 1989.