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Contact Center Operations_final
- 1. Contact Center Operations What can we DO for you?
- 4. But the concept is the same.
- 5. Contact Center Operations provides real time support to all contact centers in all locations.
- 6. Why?
- 8. and this!
- 9. Support? What kind of support?
- 10. Support for: We record allinbound and outbound calls in each Contact Center. Image: (Andred, 2006)
- 11. Then we score those calls and provide the results to each agent and supervisor. QA Scorecard
- 12. We also provide specialized reports to management. QA Trending Report
- 13. Support for: We support the applications used by the Contact Centers such as Aspect, Fidelity, and the IVR.
- 14. We can troubleshoot any desktop application.
- 15. And, to help make your job easier, we can create new codes, scripts, and screens for applications like Fidelity and BITB. All you have to do is ask!
- 16. Support for: We communicate system, policy, and procedural changes to Contact Center agents in real time.
- 17. You’ve seen these… If you need to communicate a message to the contact center… …give us a call.
- 18. Support for: We analyze data from the Contact Centers and create reports so you don’t have to.
- 19. Maybe your looking for a report about call volume and abandoned calls? We can do it!
- 20. Support for: We manage Contact Center staffing via the Workforce Management system.
- 21. We can provide call volume forecasts and trends via Workforce Management to help you schedule staff for maximum efficiency. Image: (Jantzen, 2008)
- 22. Support for: We help the Contact Center improve its customer service.
- 23. We help our customers too. We manage the customer website, send customer communications, and conduct customer satisfaction surveys. Image: (cdw9, 2006)
- 24. Do you just work with the Contact Centers?
- 25. Nope! We’ll help anyonefrom any department.
- 26. Even this guy? Image: (eschipul, 2008)
- 27. Even this guy? We’ll do what we can. Image: (eschipul, 2008)
- 28. This is Steve from the Training Department.
- 29. Steve is hiding behind his paper because he’s embarrassed.
- 30. Steve spent weeks creating these reports.
- 31. Contact Center Operations could have done it for him injust a few minutes.
- 32. I’d be embarrassed too!
- 33. When is Contact Center Operations available?
- 34. Monday – Thursday: 8:00 AM - 11:00 PM ET Friday: 8:00 AM - 9:00 PM ET Saturday: 8:00 AM - 5:30 PM ET
- 35. Our goal… Provide the tools and support required by the Contact Center to be successful.
- 36. That means… We help keep the Contact Center running smoothly and our customers happy.
- 37. References andred (2006, January 28). my_akai. Retrieved from http://www.flickr.com/photos/andred/92467041/ cdw9 (2006, June 7). Daring Rescue. Retrieved from http://www.flickr.com/photos/wainwright/162375344/ eschipul (2008, March 25). Score 1 for the Bull. Retrieved from http://www.flickr.com/photos/eschipul/2361629566/ Jantzen, M.V. (2008, November 11). Window Washers. Retrieved from http://www.flickr.com/photos/mvjantzen/3022353177/ Slide 2 image courtesy of NASA (2006, December 9). STS-116 Launch. Retrieved from http://www.nasaimages.org/