VIDA Management Consultants

Specializing in Customer Interaction

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Call Center Systems

Appropriate and effective technology for performance support, task automation, and management systems is needed to run a contact center and other customer support processes.

Contact centers use more technology, both hardware and software, than most other departments in an organization, and yet technology is a tool not a solution in a contact center. Technology does not replace or fix broken or needed processes. The focus of technology in the contact center should be to enable the agents to improve the customer experience.

Technology in the Contact Center

Technology increases the ways customers can contact your organization and make customer data and feedback more accessible to agents and others within the organization.

Technology in the contact center should be evaluated as either supporting or hindering the workflow processes that agents use while interacting with customers. Typical processes that technology supports in the contact center are:

• Real-time service level reporting
• Scheduling workforce to meet workload forecasts
• Call and email routing (including skills-based routing)
• Monitoring and recording to enhance agent skills
• Access customer information (profile and interaction history)
• Access business information (products, billing, inventory, etc.)
• Capture and record “voice of the customer” feedback
• Task automation (schedule follow-ups, standardized letters or emails, business rule automation, etc.)
• Workflow management to deliver prioritized activities (phone, fax, email, training, correspondence, etc.)

VIDA Services

VIDA’s Contact Center Assessment & Audit and Call Center Management Coaching services evaluate how technology is applied to workflow and if it enables or hinders customer interactions. Technology that creates bottlenecks in processes is uncovered.