operational & quality challenges modernising your contact centre to keep up with the times
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Operational & Quality Challenges: Modernising Your Contact Centre
Operational & Quality Challenges: Modernising Your Contact Centre
Call clarity and quality is something we take for granted on a day to day basis. However, as times progress and technology gets sharper, we are being subconsciously trained to expect higher quality from our technology.
Of course your operational efficiency is a key factor too. One must seek to optimise the human operational side of the service by:
Improving agent productivity
Improving management processes
Speeding up handling time
Speeding up first contact resolution
Using high-end technology processes to automate call statistics and reports
Reducing and simplifying IVR menu options
Implementing skill based call routing
Introducing skill based agent scheduling