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Management
Immediate information for complete control
Apropos provides the data you need to effectively manage and control your call center.
Beyond mere reporting, Apropos’ real-time call center management tools allow you to not only capture relevant data about your call center’s operations but also enable you to use that data to improve your operations. Using Apropos, you will not only see how many abandoned calls you have, for instance, but you can make real-time modifications in your center’s business flow to take action. For example, using Apropos’ real-time call center management tools will allow you to:
- Respond to measured customer hold times and abandon rates, through the use of agent skills reassignment, or developing new escalation rules to guarantee appropriate service levels.
- Use blended agents and off-peak e-mail queue management, based on measuring e-mail response times in order to improve responsiveness to customers
- Drive agent performance across key areas, including schedule adherence by monitoring such things talk and interacting times, and modifying agent assignments accordingly
- Educate agents in order to continuously improve communications with customers by examining specific agent-customer interactions across every channel (calls, e-mail, web chats) and capturing quality metrics
Apropos’ real-time monitor and control tools help you monitor agents, queues, and interaction types. These tools provide you a view into the real-time information in your contact center. These tools are extremely flexible and can be used to monitor one or many contact centers. Interactions received by the system can be tracked, alarmed and reported on, providing contact center managers with accurate data on the performance of the contact center and also allows them to react in real-time to changing business conditions.
Used together with our historical reporting tools, Apropos’ real-time management
tools enable monitoring and control of call center operations that are
effective because they are based upon rich real-time and historical data.
Apropos provides a solid, quantitative foundation upon which to make call
center management decisions and modifications, over time, or if need be,
in real-time.
Key capabilities:
- Observe agent status and activity in real-time
- Assign agents to queues and queue groups in real time in response to interaction load data
- Monitor agent and center service levels in real-time
- Enables quick and informed decisions regarding staff allocation and assignment
- Provides a single view into all real-time contact center resources and interactions to deliver on customer service and sales objectives
- Alarm-based notification ensures proper addressing of customer impacting issues
- Single point of administration across all media channels, including tasks
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