Your SlideShare is downloading. ×
0
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Contact Center Operations_final
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Contact Center Operations_final

669

Published on

Presentation Makeover Magic final presentation for IT6710.

Presentation Makeover Magic final presentation for IT6710.

Published in: Business, Economy & Finance
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
669
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Contact Center Operations<br />What can we DO for you?<br />
  • 2. Contact Center Operations<br />
  • 3. OK…I’ve exaggerated……a little.<br />
  • 4. But the concept is the same.<br />
  • 5. Contact Center Operations provides real time support to all contact centers in all locations.<br />
  • 6. Why?<br />
  • 7. To avoid this!<br />
  • 8. and this!<br />
  • 9. Support?<br />What kind of support?<br />
  • 10. Support for:<br />We record allinbound and outbound calls in each Contact Center.<br />Image: (Andred, 2006)<br />
  • 11. Then we score those calls and provide the results to each agent and supervisor.<br />QA Scorecard<br />
  • 12. We also provide specialized reports to management.<br />QA Trending Report<br />
  • 13. Support for:<br />We support the applications used by the Contact Centers such as Aspect, Fidelity, and the IVR.<br />
  • 14. We can <br />troubleshoot <br />any desktop application.<br />
  • 15. And, to help make your job easier, we can create new codes, scripts, and screens for applications like Fidelity and BITB. <br />All you have to do is ask!<br />
  • 16. Support for:<br />We communicate system, policy, and procedural changes to Contact Center agents in real time.<br />
  • 17. You’ve seen these…<br />If you need to communicate a message to the contact center… <br /> …give us a call. <br />
  • 18. Support for:<br />We analyze data from the Contact Centers and create reports so you don’t have to.<br />
  • 19. Maybe your looking for a report about call volume and abandoned calls?<br />We can do it!<br />
  • 20. Support for:<br />We manage Contact Center staffing via the Workforce Management system.<br />
  • 21. We can provide call volume forecasts and trends via Workforce Management to help you schedule staff for maximum efficiency.<br />Image: (Jantzen, 2008)<br />
  • 22. Support for:<br />We help the Contact Center improve its customer service.<br />
  • 23. We help our customers too. <br />We manage the customer website, send customer communications, and conduct customer satisfaction surveys.<br />Image: (cdw9, 2006)<br />
  • 24. Do you just work with the Contact Centers? <br />
  • 25. Nope! We’ll help anyonefrom any department. <br />
  • 26. Even this guy?<br />Image: (eschipul, 2008)<br />
  • 27. Even this guy?<br />We’ll do what we can.<br />Image: (eschipul, 2008)<br />
  • 28. This is Steve from the Training Department. <br />
  • 29. Steve is hiding behind his paper because he’s embarrassed.<br />
  • 30. Steve spent weeks creating these reports.<br />
  • 31. Contact Center Operations could have done it for him injust a few minutes. <br />
  • 32. I’d be embarrassed too!<br />
  • 33. When is Contact Center Operations available? <br />
  • 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      <br />
  • 35. Our goal…<br />Provide the tools and support<br />required by the Contact Center<br />to be successful. <br />
  • 36. That means…<br />We help keep <br />the Contact Center <br />running smoothly <br />and our customers happy.<br />
  • 37. References<br />andred (2006, January 28). my_akai. Retrieved from <br /> http://www.flickr.com/photos/andred/92467041/<br />cdw9 (2006, June 7). Daring Rescue. Retrieved from <br /> http://www.flickr.com/photos/wainwright/162375344/<br />eschipul (2008, March 25). Score 1 for the Bull. Retrieved from <br /> http://www.flickr.com/photos/eschipul/2361629566/<br />Jantzen, M.V. (2008, November 11). Window Washers. Retrieved from <br /> http://www.flickr.com/photos/mvjantzen/3022353177/<br />Slide 2 image courtesy of NASA (2006, December 9). STS-116 Launch. Retrieved <br /> from http://www.nasaimages.org/<br />

×