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Solutions For Operations Managers

Optimizing customer service delivery

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A Difficult Balancing Act

Managing an effective contact center requires a constant balancing act between the unique and overlapping demands of operations, employees and customers. Unfortunately (you guessed it!), those demands often conflict with each other.

For example, the operations team’s dual mission—to optimize customer service delivery and hold costs to a minimum—is already self-contradictory: Providing employees with the support they need to keep end customers satisfied requires time and resources—neither of which comes without cost. With process reengineering options exhausted and manual execution still predominant, ops teams have their backs up against the wall.

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Benefits of Automation in Contact Center Operations

Responds to shifting demand with rapid, automatic schedule and resource adjustments. Uncovers opportunities for agent training, coaching, and other professional development tasks.

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Optimizing Customer Service Delivery

An effective operations team generates customers who are satisfied that the agent they spoke with made them feel valued and that the issue that prompted their call was fully resolved.

When unexpected spikes in call volume are not quickly matched by more available agents—whether it’s because some are on breaks, in training, or engaged in other off-phone tasks—customer wait time increases and so does customer frustration.

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  • $7.7M

    From Increased Agent Productivity

  • $1M

    Improved Admin Efficiency

Doing More With Less

Manual execution of scheduling, canceling, and rescheduling of breaks or training sessions makes it difficult for ops to respond quickly enough to maintain an optimal service level.

So why not just add more agents to the shift to ensure that demand spikes can be managed? Because those additional agents don’t work for free, and when the spike subsides or never arrives in the first place, then the contact center is paying idle agents—which undermines the ops team’s cost reduction mandate.

Benefits for Operation Managers

  • Match Supply to Demand

    Automation monitors call volume and schedule data to ensure that the center is always appropriately staffed. It uses real-time net staffing data to reduce overstaffing costs and helps match agent supply with customer demand.

  • Deliver Training and Coaching

    Automation delivers training and coaching sessions directly to agents’ desktops when service-level demands can accommodate it. Schedules are updated automatically, eliminating wasteful data entry time.

  • Streamline Communications

    Real-time automation finds appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to your agents.

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  • $7.7M

    From Increased Agent Productivity

  • $1M

    Improved Admin Efficiency

Test-Drive Contact Center Automation

Try our demo to learn how automation can improve your teams’ performance