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Date Created: 12/22/15
Building an Efficient, High Quality Contact Center Outdated contact center technology can leave your customers frustrated and your staff overwhelmed. OMNIWorks SIP Customer Interface Manager makes customer service simple with an integrated routing and management tool that will let you make the most of your contact system. Route calls according to agent skill and priority, set up scripts that improve quality and efficiency and stay on top of it all with reporting and data tools that let you maximize performance. The Problem: Outdated Call Center Leads to Problems, Inefficiencies Lack of a sophisticated, organized routing system overwhelms agents and allows inexperienced or unskilled staff to handle priority calls. No mechanism for handling multiple forms of contacts (e.g. e-mail). Supervisors lack information about agent performance. OMNIWorks SIP Customer Interface Manager (CIM): Making Customer Service Simple One routing and management tool that is integrated with POP3 email and the SIP Communications Platform. A universal routing and management tool that can generate reports and up-to-the-minute data. Includes a single server, agent console and specially- formulated tools to help supervisors. Streamline Agent Selection with OMNIWorks Routing OMNIWorks determines which agent should handle each contact based on input from the contact/client and the priority you determine. Sophisticated rubric considers Agent skill, priority, proficiency and time idle in order to determine how to route the call. Skills can include priority notes based on how the contact originated, letting you create specialists for certain modes of inquiry. Routing Scripts Give You the Power to Direct Incoming Contacts WYSIWYG Script Editor lets you control how contacts should be distributed—and in what order. Use data from customer profiles, recent communications and account status to route calls. No more unequipped agents—route contacts to the staff member with the right skill set for that inquiry. Ensure that preferred customers receive preferred treatment with priority routing. Maximize Performance with Supervisory Data Tools Manage your team from your supervisor interface with up-to-the-minute data from your system. Monitor your agents’ performance with screen capture and silent recording options. Multiple on-screen reports give you real time and historical data. Use Multiple Reports to Get the Full Picture Agent reports can: ◦ Compare data points for selected agents. ◦ Display the status of agents. ◦ Show a summary of contacts by agent and/or agent and skill. Skill reports let you know more about: ◦ Abandoned calls by skill and interval. ◦ Calls answered, filtered by skill. ◦ Number of contacts queued, by skill. ◦ Skill queue size, including longest wait by skill. ◦ The real-time status of selected skills. ◦ Calls worked or wrapped by skill and interval. ◦ A quick overview of the entire queue, including queue size, oldest in queue and agent state totals. Take Advantage of E-mail Tools for Next Generation Efficiency Optional e-mail routing lets messages queue in your system and be delivered according to agent skill and proficiency. Scripting options keep your priorities straight: queue e- mails behind voice calls and generate messages and alerts based on script-definable events. Faxes can be distributed as e-mail attachments. Use auto-response features to set-up auto- acknowledgements for contacts (including attachments and cc or bcc options for supervisors, management, branches, stores, etc.) Get real-time data and reports. Contact Us For more information, contact: www.medtelservices.com 1.800.486.7685
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