Cox Communications began providing key real-time metrics to agents and center managers about ten years ago to allow them to “react quickly…and to improve responsiveness,” according to Monterio Woodson, the director of Customer Management Systems. By utilizing Inova LightLink, real-time metrics are retrieved from the ACD system and then shared with employees using Inova OnAlert display systems.
Tags: Case study
he customer service call centers at AAA Michigan rely on the Dearborn, Michigan-based command center to manage call volume and maintain appropriate staffing levels. With over eight million incoming calls that needed to be routed to 900 agents in three call centers, the command center needed better insight into their real-time queue metrics. AAA Michigan decided to reach out to Inova Solutions for help....AAA Michigan worked with Inova Solutions to implement a real-time data reporting and digital signage solution to inform workforce managers of current operational conditions. -See more at: http://www.inovasolutions.com/blog/post/call-center-case-study-aaa-michigan
Build.com does not focus on typical contact center metrics, instead encouraging “agents to spend as much time as necessary to serve customer needs and build relationships.” With that in mind, they needed a solution that could communicate metrics to foster self-management, effective management, and customer service. ...The solution was installation of Inova Performance Tracker web-based dashboards, displayed on six large HD monitors to keeps all employees informed.