How Contact Center Software Solutions Can Make the Holidays Go More Smoothly

Written by KOVA Corp

The holidays bring with them some of the busiest retail shopping days all over the world. A missed call or bad customer interaction with an employee in your call center could mean a missed sale or a bad review which could lead to even more missed sales. Contact center software solutions can help make sure your call center runs as smoothly as possible over the holidays.

There are a number of ways contact center software solutions can ensure a smooth holiday season in your organization. Contact center software solutions can help you leverage historical data, prepare to add seasonal staff, boost employee morale, and create queues that match customer needs. The end result is happy employees and an enjoyable customer service experience sure to have your customers coming back for more.

Data discovery is one of the hottest trends in business intelligence for contact centers. The trend involves easily accessing data for the purposes of collecting and analyzing it. Historical data is useful in making predictions for current or future trends in your call center activity. Once you know past trends in customer and contact center agent activity, you can predict future busy times and prepare your contact center employees.

By studying historical data, you can determine the best time to hire seasonal staff. You’ll want to do this before things get too crazy so you can spend adequate time training them. Spending the appropriate time training new staff helps boost employee morale. New employees will feel confident they can handle the job and existing employees will feel confident they have adequate help during a very busy time.

Making sure your call queues are set up properly, both for employees and customers, is extremely important. You can use your contact center software solution to determine the types of calls you get and when. The more basic calls should be routed to more inexperienced staff while the more challenging calls would be more appropriately handled by your experienced contact center agents. It’s also important to set up the call queues to minimize wait time for customers. Contact center software can help monitor wait times and set up a customer call back feature so customers aren’t waiting longer than necessary on the phone.

In order to successfully roll out your new call center software, be sure to carefully plan when to start using the new software, identify where changes in your current systems will need to be made, define new workflows, process, and changes in responsibility; and invest in training to make sure your employees know how to use the new software to maximize its efficiencies. Communication with your employees is also key so they know what’s happening when.

KOVA Corp’s Workforce Optimization with Verint Media Recorder helps your organization get a complete view of your organization through the capture and processing of critical organizational data so you can react quickly to address problems, streamline processes, and provide the ultimate customer service experience. To learn more about how KOVA Corp’s Workforce Optimization software solution can help your enterprise streamline its processes, contact us today.

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