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Five Insights on Your Agents Desktops

January 20, 2016


Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service.  For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests.   Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer.  The recorded call does not tell us how the agent is using the applications that help them serve the customer.  Desktop analytics provides powerful insights that can dramatically change your contact center’s performance. 

Here are five top insights:

Cut and Paste – The classic example of improving agent process performance is to identify and automate cutting and pasting between applications.  Cutting and pasting data is faster than typing it, but it is extremely inefficient and error prone.  The agent is focused on finding the customer data on another screen and pasting it, instead of focusing on the customer.  Typically this slows down the agent by about 10-15 seconds per transaction.  With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time.  In many contact centers that means being able to serve 3-4 more customers per agent per day.

Login Time –If your agents login to multiple applications, they could be
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Five Methods of Building a Great Forecast

September 16, 2015

 One of the most important components in running a contact center is ensuring you have the right agents on the phone at the right time to handle the arrival of incoming calls.  There are patterns to incoming calls, but incoming calls are not scheduled and tend to run in cycles or bursts.  Thus it is generally called Random Call Arrival.  Having an accurate forecast allows you to estimate the call patterns and ensures proper coverage to meet your service level objectives.   Once you have built your forecast, you then use Erlang or other more modern methods to build the schedule. 

There are five primary ways to comprise the data required for an accurate forecast:

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Five Areas of Call Recording in Medical Centers

August 11, 2015

 

While regulation does not require hospitals to record calls, the benefit from and use cases for recording in Hospitals and other medical centers are significant.  These facilities are under constant scrutiny and need to protect their operations and employees.  Unique requirements and applications for medical facility recording include:

Access Center – This is commonly the first contact, main number, or reception phones for the hospital or medical facility.  This can include any patient facing staff that work over the phone regarding the patient’s appointments or access to hospital services.  Recording protects the hospital against mal-practice claims or denial of service claims.  There are also large benefits to the hospital for monitoring communications for quality of service and ensuring positive interactions with patients and hospital guests.  This line is the most likely number to receive threats against the safety of the hospital, so having recordings of any threats would be beneficial in protecting the hospital and prosecuting the offender.  HIPPA is a concern, so all call recordings should be encrypted and access to recordings limited and controlled by user.
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Five Fundamentals of Recording Calls

July 28, 2015

 


As telephony technology has changed, so have the tools used to capture audio and create recordings.  While there are a wide variety of tools that can record audio, there are only a few providers with systems truly designed to meet all the needs of the contact center.  A full workforce optimization solution provides the ability to center to capture, manage, and associate data with the call recording.

When looking for a system there are five fundamentals you should understand:

How will it record?  TDM, VoIP, SIP are acronyms commonly used in telephony and recording.  There are two ways to record, either by tapping the audio with a wire or recording capturing SIP or RTP (IP Audio) packets.  Tapping the audio with a wire is the older hardware intensive method of call recording, and is often referred to as Trunk Side or Station Side depending on the location of the wiretap.  With VoIP phones, call audio is either captured using the manufacturers connection (Avaya is DMCC, Mitel is SRC, and Cisco is BIB) or by spanning a copy of the audio traffic from the network to the recorder server.  Understanding your phone system is the first step to understanding the best method to capture the audio.

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