The Contact Center plays a critical role at every stage of the customer lifecycle management, from customer acquisition to ongoing service and support. As such, the contact center is a direct hub for data that touches the complete enterprise.
The management and processing of the massive amount of data received and generated within the contact center is further complicated by the fact that the information is usually contained within a myriad of disparate voice and data systems, often housed across geographically disbursed locations. Leveraging this data and delivering it in a useful manner is quite difficult. In fact, many call center managers cannot empirically answer questions regarding how the contact center is performing.
Central Authority™ is a central data repository that collects tracks and facilitates the management of all information pertinent to contact center staff, customers, campaigns and facilities, providing a single repository.
Contact center agents, supervisors and executives can leverage the information within Central Authority to structure campaigns, establish criteria for success, and manage performance against thresholds. Secure user parameters can be pre-defined so that agents, supervisors, managers and executive leaders can each see only the information that directly impacts their ability to drive successful interactions and profitability.
- Track performance against KPIs
- Identify, diagnose and correct gaps in performance at agent supervisor, campaign and facility levels
- Access and aggregate information from disparate data sources
- Continuously improve alignment between performance and company goals and manage based on trending
- Enable agents to correct their own behavior by providing them real time access to their performance against goals
- Reduce back office and supervisor administration tasks so that they spend more time managing performance
- Reduce Customer Attrition
- Establish KPIs for agents and campaigns (i.e., Talk Time, Handle Times, Abandonment Rates, Queue Lengths and Times, First Call Resolution, Sales Conversion, etc.)
- Create intelligence driven interactions
- Escalate performance issues based on events, activities and transactions
