City Communications - Hosted Phones | Internet | SD-WAN | Contact Center
  • Home
  • Products
    • Hosted Phone Systems
    • GoHosted
    • Connectivity Procurement
    • Telecom Management
    • Mobile Devices, IOT, and Fleet Management
    • Contact Center
  • Solutions
    • Deploying a Contact Center Solution
    • Selecting the right Cloud Solution for your Contact Center
    • Dynamic SIP in your business
    • Technology in Schools
  • Agent Program
    • Become an Agent
    • Lead Referral
    • Agent Resources
  • About
  • Blog
  • Jobs
  • Legal
  • Contact
  • Forms
    • Schedule Consultation
    • LOA
    • Toll-Free LOA
    • e911 Change Form
    • Technology Assessment
    • Customer Feedback
  • Customer Portal
  • BuyMax Products
  • Microsoft Licenses
  • Home
  • Products
    • Hosted Phone Systems
    • GoHosted
    • Connectivity Procurement
    • Telecom Management
    • Mobile Devices, IOT, and Fleet Management
    • Contact Center
  • Solutions
    • Deploying a Contact Center Solution
    • Selecting the right Cloud Solution for your Contact Center
    • Dynamic SIP in your business
    • Technology in Schools
  • Agent Program
    • Become an Agent
    • Lead Referral
    • Agent Resources
  • About
  • Blog
  • Jobs
  • Legal
  • Contact
  • Forms
    • Schedule Consultation
    • LOA
    • Toll-Free LOA
    • e911 Change Form
    • Technology Assessment
    • Customer Feedback
  • Customer Portal
  • BuyMax Products
  • Microsoft Licenses

    Categories

    All
    Cameras
    CityCare
    CityCom Connections
    Contact Center
    Mobile Devices
    Partners
    Phones
    Remote Workers
    SD WAN
    UCaaS/CCaaS
    Whitepapers

    RSS Feed

Are You Running Your Contact Center Blind?

3/18/2019

0 Comments

 
Picture
​Contact center data is fricking fascinating. Most contact center systems come with reporting and monitoring tools that come with almost every contact-center system. Some are better than others, but most give you the kind of standard and custom reports, supervisory dashboards, and wallboard data to help you manage your contact center. The challenge for most of us is that the data is too exhaustive to digest and make sense of. 

Advancements in Artificial Intelligence, Machine Learning, and modern understanding of the psychology of our ability to interpret massive data sets visually (rather than in text, tables, or simple graphs), your current contact center reporting system lets you understand your business about as well as a mechanic can diagnose a poor-running car by looking at its license plate. 

We recently connected with an innovative service provider that has adapted a data visualization and consumption tool whose original purpose was to help military leaders consume massive amounts of data generated by modern, interconnected warfare systems. By representing complex data sets in visual, pattern-based presentations, they can be consumed and understood at a significantly higher level than the raw data contained within them. 

Now adapted to visualize contact center (and other business) data, their system can improve your understanding of your organization in three powerful ways. 

Empowered and engaged agents strive for personal achievement.
At the agent level, this new data visualization tool provides a desktop dashboard applet/assistant that gives agents real-time feedback about their performance. Data is presented in a compact, visual way. Agents who strive achieve the goals and KPI’s set by their employers (agents who want to ‘win’ the contact center game and elevate themselves) can use the tool to measure their performance against goals and see how they rank against KPI’s and their colleagues. Think of it like a Fitbit for agents. Empowered agents achieve more. Empowered agents are more engaged with their work. An empowered agent workforce is more productive. Successful agents are more likely to stick. Empowering agent leads to efficiencies that lowers contact center labor cost. 

Operation Intelligence improves supervisor-to-agent ratios and lowers workforce costs.
At the supervisor level, this powerful data visualization tool offers dashboards and triggers using pattern-recognition technology, Artificial Intelligence, and Machine Learning to give supervisors the ability to spot where they need to coach their teams on the fly. This powerful assistive technology allows supervisors to serve more agents. A higher agent-to-supervisor ration means lower contact center labor cost and happier, more productive supervisors.

Real-time feedback loops offer drive contact center strategy and performance.
At the management/executive level, this category-establishing system visualizes the big picture. You’ll identify patterns in data and behavior that allow you to make quicker strategic and tactical and yield greater possible results. Imagine being able to look at one screen and know, from a pool of 1,000 agents, who your low performers are? Or imagine being able to ingest thousands of data points and identify a new opportunity for efficiency gains instantly? How could you drive results with that kind of insight?

Have you ever seen a video of a child receiving hearing aids or glasses for the first time? That’s the same ‘Wow!’ moment we had seeing this system in action the first time. We’d like to share it with you.

​Fill out the form below, for a short introduction.
0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

Services

Hosted Phones
GoHosted
Connectivity
SD-WAN
CityCare
Contact Center
​Become an Agent

Company

Blog
Partners
​Legal

Support

Contact Us
FAQ

(602) 266-3100 Main
​(480) 977-1000 Customer Service
Picture
Copyright 2021.  All Rights Reserved.
 The City logo and icon are registered trademarks owned exclusively by GJ2, LLC doing business as City Communications (CCI) which reserves all rights thereto.  Products and services offered over this portal are provided by the Carrier or affiliate identified in your services agreement.