In a recent article at Contact Center Pipeline, Jay Minnucci discusses “an introductory approach to enhancing frontline leadership skills.” From Minnucci’s perspective, a “comprehensive training program is the ultimate goal” for contact center leadership, but an introductory approach is a reasonable place to start. With this strategy, you can offer content in three areas: basics, metrics, and technology. Regarding the metrics, it is important for your contact center supervisors to have a full grasp of the critical numbers that they focus on every day. Many can tell you the objectives and the consequences, but they should also understand the calculations that supply each metric. This level of detail can provide supervisors with a better picture of overall performance. Successful supervisors can provide “clear feedback during coaching session. They get the what and the why…they get the how much.”
Inova Solutions Blog
Saulnier outlines “five fundamental components that need to be in place to provide an excellent customer experience.” ...Each of these components is clearly critical to long term success in the contact center; however, the fifth component is particularly compelling. Read More. http://www.inovasolutions.com/blog/post/implementing-call-center-reporti...
LightLink 5.12.61, Inova Solutions’ core performance management software for contact centers, increases the speed and responsiveness of the supervisor application by approximately 30%, making it easier to add and modify system users.
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.
Inova Solutions, a global provider of real-time performance management solutions has recently been recognized as a Genesys Bronze Level Technology Partner. Inova’s real-time reporting solutions help Genesys customers to enhance their real-time reporting capabilities through customized dashboards, digital displays and new cloud-based capabilities.
For the seventh year, DMG provides the Contact Center Performance Management Market Report including details about “vendors, products, technology, market trends and challenges, benefits, return on investment, competitive landscape, market share, market projections, adoption rates, pricing, and best practices.” Inova Solutions is one of a handful of featured vendors that are capable of providing real-time performance management solutions.
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.
With respondents indicating interest in receiving callbacks, this technology seems to be a viable option for improving customer satisfaction as well as improving standard contact center metrics such as average hold time and longest call waiting. Borowski outlines three potential ways to integrate the technology.
In my last post, I covered McGarahan’s recommendations for mapping both planned and unplanned peaks in call volumes at your contact center. Identifying patterns is really only the first step; you also need to take steps to efficiently manage the peaks and valleys. McGarahan also offers several tips for managing service demands. - See more at: http://www.inovasolutions.com/blog/post/surviving-call-center-peaks-and-...