EMPOWER YOUR CONTACT CENTER OPERATIONS
Our software allows contact center operations staff to make changes to Call Taker skills configurations without having to rely on other contact center support organizations that would normally perform these changes for them
CLOUD ENABLED
CALL TAKER RE-SKILLING
ENHANCED WORKFORCE
MANAGEMENT (WFM)
FUTURE SCHEDULING & AUTOMATED ROLL-BACK
THE CHALLENGES
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Issues managing & administering temporary Call Taker skill configurations
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Difficulty relying on multiple entities (IT, Ops, WFM) in order to manage reskilling efforts
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Absence of effective workforce management (WFM) tools
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Scheduling Call Takers is labor intensive and time consuming
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Lack of visibility into scheduling
CLOUD BASED SOLUTION
NON-DISRUPTIVE, QUICK TO DEPLOY, MINIMAL TRAINING REQUIRED
FEATURES & CAPABILITIES
Non-Disruptive Integration; Layers on top of existing contact center application environment
Future Scheduling of Temporary Changes that can be a single or recurring event that rolls-back automatically
Call Taker Temporary Configuration Skills Changes that can be implemented, tracked & automatically reverted back to its original configuration
Activity Scheduling Report; Ability to see temporary skills configuration changes in a Calendar View
Elimination of manually tracking temporary changes
Call Taker Driven Skills Configuration Capability (self-managed call control)
Ability to Create Agent Groups & Skills Groups
Status notifications detailing temporary scheduling activities (E-mail & SMS)
Standard Reports; End-to-End Audit Trails
User Activity Dashboard; Real-Time Monitoring Capability
Integration to Single Sign-On Capabilities
THE BENEFITS
EMPOWERING STAFF SAVES TIME, EFFORT & REDUCES ERRORS
ENHANCED WORKFORCE
MANAGEMENT (WFM)
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Provides capabilities to manage, monitor & track Call Taker availability in real time
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Enables the ability to temporarily manage Call Taker "On-Phone" availability schedules
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Historical reporting specific to Call Taker schedules & "On-Phone" activities
RAPID CALL TAKER
RESKILLING
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Provides contact center operations the ability to address unexpected Call Volume Fluctuations & Arrival Patterns
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Allows operations to temporarily adjust Call Taker skills configurations without IT assitance
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Reduces dependencies on other support organizations to configure Call Taker skills profiles
FUTURE SCHEDULING & AUTOMATED ROLL-BACK
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Facilitates the ability to future schedule recurring projects & initiatives
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Automatic roll-back of all temporary changes made to Call Taker skills configurations
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Significantly Reduces repetitive tasks & human intervention