Capabilities for Controlling Customer Contact
Author: Roger SumnerLast month at the Internet Telephony show in Los Angeles, Aspect Unified IP received an award from Miercom, a leading, independent product test center, for Best Supervisor and Real-time Monitoring /Reporting Capabilities in the Miercom IP Contact Center Product Review. While it may sound like I’m bragging, the point of bringing this up is not necessarily to beat our chests proudly (although I would I would be lying if I didn’t say we were just a little bit proud), but really I just wanted to discuss monitoring and reporting capabilities.
On some levels people may think reporting and monitoring are all created equal, but they’re definitely not. As contact centers applications get more complex, customer interaction channels continue to increase and consumer demands are increasing at a ferocious rate, reporting and monitoring are becoming crucial to the success of the business.
Case in point – Aspect customer, StarTek.
StarTek, Inc., based in Denver, is a leading provider of business process optimization, with 19 facilities across North America and 7,500 agents. One of the challenges StarTek faced was managing the increased requests for real-time and customized reports. The contact centers produced hundreds of internal operational and external client reports on a daily, weekly, monthly and quarterly basis, and its customers regularly required new and modified reports. This resulted in a significant volume and variety of reports, production minutes, staffing forecasts and performance scorecards. Unreliable information was not acceptable to a company like StarTek, in an industry where data integrity and stability are critical to success.
StarTek decided to implement an advanced reporting tool that could gather and consolidate information from one or more contact data center applications, including its workforce management tools and automatic call distributor (ACD) to deliver an enterprise-level view of contact center operations. The implementation enhanced the StarTek data integrity and performance on several levels. The solution ensured higher accuracy of the information and enabled its staff to focus on data acquisition while easily addressing changing customer requests. In addition, an improved reporting process helped StarTek reduce costs and report time, and after implementation, the company was able to handle increased reporting requests with the same size team to manage and track all of the reports. The reporting tool enhanced operational productivity, increased accuracy of reports and data information, and improved client satisfaction.
Clearly, the results of implementing monitoring, and reporting capabilities can really make an impact on the bottom line. If a company is looking to get the most out of its contact center investment, it must look at the supervisor, monitoring and reporting capabilities. Otherwise, how can you have an accurate view of your contact center performance and productivity?
How has reporting, or monitoring capabilities helped your contact center? Or alternatively, what challenges is your organization facing in terms of gaining a comprehensive view of your contact center’s performance?
Author: admin
Catergories: Analytics Tools, Contact Center Technology, Unified Solutions, VoIP
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