The PCC EMEA event is where key specialists within Avaya Business Partner networks and Avaya Subject Matter Experts come together to learn and share ideas about new Avaya solutions, services, tools and processes. The event aims to enable greater collaboration and efficiency with market leading Avaya solutions to deliver outstanding value and benefits to customers.
Tags: Contact Center
Geomant, the UK headquartered Systems Integrator specializing in contact center technology and digital engagement solutions today announced that they have acquired US-based Inova Solutions.
We are thrilled to announce that we have been acquired by UK company Geomant. In this blog we’ll walk you through the ins and outs; why we made this decision, what our aims are, and what it means for Inova and Geomant customers.
Here’s a vote for reporting the state of incoming phone interactions in real time. Any call center supervisor would welcome better visibility into the current state of the calls in the phone distributor, or ACD. Knowing at any given time how many calls are on hold, how long the oldest call waiting has been on hold, what the average speed to answer a call is, or which queue or skill group has the most calls backed up gives the center supervisor(s) the ability to make informed decisions and take immediate action to improve the customer experience.
A world-class real time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.
Now that online chat and emails are also a growing part of a call center's multi-channel service strategy, its real-time reporting tools need an update.
If you want to maximize first call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones.
If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.
Blind call transfers can quickly turn a good experience into a bad one/