Despite what some of your customers might think, not all contact centers are built the same. They might have different software and technology based on the size of the contact center, its purpose, and its location. It can be incredibly complex and sophisticated, or it can be very simple depending on what needs it serves. There isn’t one right way to build and maintain a contact center, but there are some technologies that are more important than others when it comes to providing great customer service.

CRM Software
CRM is a system for managing a company’s interactions with its customers, utilizing technology to streamline processes such as sales, customer service and technical support. Agents use it to respond to customers and document their issues and requests and how they were resolved. So next time a customer reaches out for help, there are documented interactions that can be used in that situation.

Automatic Call Distributors And Dialers
Inbound contact centers use this system to field and distribute the flow of incoming calls so that calls go to the most appropriate agent. For outbound contact centers, a dialer is required to quickly and efficiently complete outbound calls. These are the core systems of any contact center. Everything else is helping or complementing these systems in some way.

Call Recording Systems
It makes sense that any contact center would want to record their calls. This is important to maintain quality. The recording system allows calls to be replayed if there is an issue with an interaction, or if an interaction was particularly helpful to a customer and management wants to use it for instruction.

Speech Analytics
It’s all well and good to record all of the calls that come in and out of a contact center, but how are you supposed to learn anything from manually going through each call? Not only is that a waste of time, but you may not be able to recognize the patterns that develop over the course of hundreds or thousands of phone calls. Speech analytics give you the ability to take all of those calls and mine them for data that will inform how you train your agents. The software finds patterns that you may not have known existed, helping you identify the reasons for long hold times and resolving calls quicker.

Workforce Management Software
This software is used to forecast the volume of calls and help optimize scheduling agents to meet those needs. It automates the process of planning schedules to meet projected needs, taking into account planned and unplanned absences. It can also determine the number of agents that need to be hired to handle a certain level of transactions each day. Simply put, workforce management software takes some of the guesswork out of hiring and scheduling.

If your organization is in need of software to streamline your processes, increase collaboration, or gain insight into your company’s customer service success, KOVA can help. Contact us about our Verint Media Recorder Workforce Optimization Suite today!