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.
Inova Solutions' LED displays provide a perfect opportunity to fill gaps in the campus emergency protocol by displaying clear, concise alerts in areas that may be exempt from existing platforms.
In part one of this two-part series, we discussed how important it is for hospitals to choose the right emergency display system. So what should they look for?
How can busy hospitals spread important emergency information when there's so much going on at once?
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/