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Contact Center Operations_final


Presentation Makeover Magic final presentation for IT6710.

Presentation Makeover Magic final presentation for IT6710.

Published in Business , Economy & Finance
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  • 1. Contact Center Operations
    What can we DO for you?
  • 2. Contact Center Operations
  • 3. OK…I’ve exaggerated……a little.
  • 4. But the concept is the same.
  • 5. Contact Center Operations provides real time support to all contact centers in all locations.
  • 6. Why?
  • 7. To avoid this!
  • 8. and this!
  • 9. Support?
    What kind of support?
  • 10. Support for:
    We record allinbound and outbound calls in each Contact Center.
    Image: (Andred, 2006)
  • 11. Then we score those calls and provide the results to each agent and supervisor.
    QA Scorecard
  • 12. We also provide specialized reports to management.
    QA Trending Report
  • 13. Support for:
    We support the applications used by the Contact Centers such as Aspect, Fidelity, and the IVR.
  • 14. We can
    any desktop application.
  • 15. And, to help make your job easier, we can create new codes, scripts, and screens for applications like Fidelity and BITB.
    All you have to do is ask!
  • 16. Support for:
    We communicate system, policy, and procedural changes to Contact Center agents in real time.
  • 17. You’ve seen these…
    If you need to communicate a message to the contact center…
    …give us a call.
  • 18. Support for:
    We analyze data from the Contact Centers and create reports so you don’t have to.
  • 19. Maybe your looking for a report about call volume and abandoned calls?
    We can do it!
  • 20. Support for:
    We manage Contact Center staffing via the Workforce Management system.
  • 21. We can provide call volume forecasts and trends via Workforce Management to help you schedule staff for maximum efficiency.
    Image: (Jantzen, 2008)
  • 22. Support for:
    We help the Contact Center improve its customer service.
  • 23. We help our customers too.
    We manage the customer website, send customer communications, and conduct customer satisfaction surveys.
    Image: (cdw9, 2006)
  • 24. Do you just work with the Contact Centers?
  • 25. Nope! We’ll help anyonefrom any department.
  • 26. Even this guy?
    Image: (eschipul, 2008)
  • 27. Even this guy?
    We’ll do what we can.
    Image: (eschipul, 2008)
  • 28. This is Steve from the Training Department.
  • 29. Steve is hiding behind his paper because he’s embarrassed.
  • 30. Steve spent weeks creating these reports.
  • 31. Contact Center Operations could have done it for him injust a few minutes.
  • 32. I’d be embarrassed too!
  • 33. When is Contact Center Operations available?
  • 34. Monday – Thursday: 8:00 AM - 11:00 PM ET Friday: 8:00 AM - 9:00 PM ET Saturday: 8:00 AM - 5:30 PM ET      
  • 35. Our goal…
    Provide the tools and support
    required by the Contact Center
    to be successful.
  • 36. That means…
    We help keep
    the Contact Center
    running smoothly
    and our customers happy.
  • 37. References
    andred (2006, January 28). my_akai. Retrieved from
    cdw9 (2006, June 7). Daring Rescue. Retrieved from
    eschipul (2008, March 25). Score 1 for the Bull. Retrieved from
    Jantzen, M.V. (2008, November 11). Window Washers. Retrieved from
    Slide 2 image courtesy of NASA (2006, December 9). STS-116 Launch. Retrieved