There are not a lot of upfront costs, enabling a company to move to this solution as quickly as possible. And, given the very real and measurable benefits, I would recommend that move as soon as possible.
The efficient and effective management of your contact center operations relies on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics. Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of contact center quality assurance and customer service. The Connect First real-time telemetry engine enables unsurpassed remote monitoring for real-time data capture.
Inbound Remote MonitoringGain a snapshot view of all inbound queues to quickly assess the number of calls in the queue, the maximum hold time, and the number of call center agents currently available to handle inbound phone calls.
Outbound Remote MonitoringClear visibility is enabled of all call center agents working any telemarketing campaign. Current data performance is broken down by call result categories.
Agent Remote MonitoringQuickly monitor the state of all logged on agents, gaining information on current log on session, calls handled, work time, RNAs, and more. Phone monitoring sessions and real-time chat are easily initiated.
Cloud Routing Remote MonitoringActively monitor spikes in your campaign and gain clear visibility so you can know when to scale up or scale down.
Chat Queue Remote MonitoringView all of the chat queues to quickly asses the number of “callers” in the queue, available agents, wait time and more.
Case Study: Lead Flash
Lead Flash is a lead-generating company serving the payday loan industry. As a marketing company, Lead Flash needed a solution that allowed for the optimal management of multiple calls coming into the customer service center at once. Different callers needed different attention and routing callers to the right destination in as little time as possible was a critical need for Lead Flash.Read Case Study
Solution Brief: Contact Center Best Management Practices
Efficient and effective management of a call center is predicated upon access to real time accurate data. This data needs to be easy to understand, intelligently laid out and, most of all, accurate. The Connect First telemetry engine was built to meet these needs.Read Solution Brief
White Paper: Real Time Reporting/Telemetry: More Critical Than Ever
In this age of mobility and social media, consumers can freely share their gripes about a company's poor customer service instantly, through any number of online outlets, whether Facebook, Twitter or personal blog. One bad interaction with a contact center agent could cause a once-faithful customer to go on a “social media rampage” that could spread virally, causing signifi cant damage to an organization's reputation and brand.Read White Paper