Presented By: Ray Naeini, CEO, OnviSource and Donna Fluss, founder and President, DMG Consulting
On Demand: Live Date October 2007
Call centers are faced with achieving a set of conflicting objectives, ranging from customer satisfaction to productivity and revenue growth. In the process of meeting such objectives they are challenged with managing labor costs, agent productivity in using complex desktop software tools, managing multiple product integrations from multiple vendors, as well as the effective handling of distributed call centers and remote agents, a growing trend in today’s call center industry.
It’s time for a paradigm shift in the way solutions are offered to this industry. The solution resides within the “next-generation” products designed to address three major challenges.
Challenge to Control Costs While Increasing Customer Satisfaction: -- Call centers need highly affordable, bundled and fully integrated work force optimization software tools, ranging from recording and quality monitoring to workforce-performance management, coaching and voice-data analytics; all pre-packaged to work together and significantly reduce the labor costs while increasing productivity - without moving the burden of integration and management to call center managers.
Challenge of Agent Productivity-- WFO tools must be accompanies by a unified and automated agent desktop to simplify the use of bundled solutions to dramatically increas productivity, reduce costs and increase customer satisfaction.
Challenge of Distribution--ACall centers must be able to facilitate “virtualization”, or an “anywhere-anytime” call center. Such virtualization supports automatic distribution and management of calls to distributed call centers and remote agents based on load sharing, overflow, redundancy, disaster recovery, skill sets or other business arrangements.