This year contact centres should be asking: are our systems easy to use?
- Do we have the tools we need to manage properly?
- Can we monitor what staff are doing/saying in an unobtrusive and effective way so that we can make improvements which empower agents?
Making improvements does not have to be a massive undertaking. For example, companies such as Rostrvm Solutions provide management software which can be integrated with existing systems, is browser-based for flexibility and supports real-time/historical reporting of call activity and business outcomes.
Another issue that can be addressed is deliverig the right information available in the contact centre at the right time. This is one of the main sources of frustration for both agents and their customers and can be overcome by having a call scripting and process management application for the agent’s desktop such as rostrvm CallGuide.
Software such as that provided by Rostrvm Solutions allows agents to follow scripts when they do not have full knowledge of the products or services being discussed, giving them the support they need when they need it.