Getting Started With Advanced Call Center Management and Metrics


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Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly.

Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Even in the age of email and social media, there’s real power and effectiveness found in old fashion human-to-human conversation.

When customers can reach agents quickly and effortlessly, customer service teams can resolve more complex problems faster and greatly personalize customer service and customers support. Organizations, however, often struggle being able to make those interactions and conversations happen easily and efficiently without the right set of tools readily available.

Start With the Experience, Then Work Backwards to the Technology

I recently worked with an organization who wanted to tap into more detailed information about their customer interactions only to find out that their phone provider was greatly lacking in offerings for call center metrics. Missing the critical data about who, where, and how agents are working with customers is a critical deficiency in today’s demanding customer-care environment. There should be no excuse when it comes to having analytics and insight readily available. Serving customers is a strategic organizational initiative, not just an afterthought.

I recently was given a preview of Zendesk’s innovative new feature Voice, a cloud-based call center software that seamlessly integrates into its customer service helpdesk software. As a VoIP system for call center organizations of all sizes, setup takes only a few minutes and there’s no need to hire system administrators, developers, or technical wizards to tap into the powerful management tools and metrics available. Agents simply need an Internet connection, a headset, and listening ears to get started working directly with customers whenever and wherever they may be.

The Zendesk solution sets a high standard for the type of technology solution organizations should consider when modernizing and scaling their customer service capabilities. Although there are numerous options when it comes to helpdesk software, there are only a few organizations who truly excel when it comes to offering a complete solution that handles multi-channel, is easy to integrate, and doesn’t break the bank.

Zendesk - Call Center Agent Reporting
Zendesk – Agent Reporting Dashboard

If you don’t have this level of detail in your call center interactions, it’s time for a change.

While online and self-service may be easy to track and report, having the critical insight into what happens on phone calls will make the difference in terms of customer experience and getting a complete picture of customer care in your organization. Furthermore, when product or service conflicts get complicated for customers, it’s easier to deal with it immediately and in a way that doesn’t require them to draft a lengthy and complicated email, or back-and-forth interactions through live chat.

Key Call Center Voice Technology Capabilities to Consider

  • Multi-level interactive voice response to route customers to the right agent or department and provide recorded responses for frequently asked questions.
  • Warm transfer technology allows agents to ensure smooth handoffs, limit repetitive conversations and speed up resolve time.
  • Real-time dashboards allow managers to monitor queue and agent activity and adjust based on efficiencies, as well as gain team insights and understand how phone support fits into overall support strategies.

Unifying all contact channels for service agents make sense, from a service perspective and often from an economical one too. As organizations consider integrating phone capabilities into their email and live chat services, agents can engage in more personal and productive interactions with customers. Implementing a centralized platform for customer service can ensure that your organization has every possible advantage when it comes to personalized service and customer relationship development.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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