Contact Center Operational Efficiency

Submitted by Anonymous on Wed, 06/16/2010 - 12:09
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Labor constitutes a significant part of contact centers’ costs. To keep costs in check, contact centers are continually challenged to do more with less and improve efficiency across all levels of operations. By optimizing handle time, improving agent productivity, reducing call volume, and effectively forecasting workloads and scheduling staff, contact centers can enhance operational efficiency that benefits the bottom line.
 
NICE SmartCenter Operational Efficiency solutions empower contact centers to uncover hidden opportunities within customer interactions and impact operational efficiency on an ongoing basis.

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Workforce Management Solution – Call Center Forecasting

Workforce Management Solution – Call Center Forecasting and Scheduling
Forecast call volume more accurately and schedule agents more efficiently

First Contact Resolution

First Contact Resolution
Identify the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction

Handle Time Optimization

Handle Time Optimization
Understand how time can be saved during customer interactions without sacrificing desired outcomes

Quality Optimization

Call Center Quality Management Optimization
Manage and improve quality of service at the agent level and align contact center and business strategy