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 Blog
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-...
Anyone who works in a call center knows about the peaks and valleys in call volume, “no matter how many Customer Service Representatives (CSRs) you have available, it's impossible to meet the current demand for your services.” McGarahan makes the logical case that call volume spikes can be either planned or unplanned.
An article in the April 2014 issue of CRM Magazine headlines “Contact Center Satisfaction Dropped 10 Percent in 2013.” There are several possibilities for why this might be the case: general customer fatigue and frustration with the slow economic recovery, delays in new technology deployment by companies, and higher expectations by customers.
There is a lot of talk about big data and metrics in all industries today, and the contact center world is no exception. An article in the April 2014 CRM Magazine highlighted one of the weaknesses of this new push for more data: “our view of data often doesn’t extend further than numbers.” In the article, “Data Versus Knowledge,” Denis Pombriant writes that the numbers we often think of as data are quantitative, which is only one type of data.