Contact Center Operations provides around-the-clock support to contact centers through things like call recording and scoring, specialized reporting, application support, communication of changes, data analysis and reporting, workforce management, and customer service improvement. They aim to keep contact centers running smoothly and customers happy by providing necessary tools and support.

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 troubleshoot 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 http://www.flickr.com/photos/andred/92467041/ cdw9 (2006, June 7). Daring Rescue. Retrieved from http://www.flickr.com/photos/wainwright/162375344/ eschipul (2008, March 25). Score 1 for the Bull. Retrieved from http://www.flickr.com/photos/eschipul/2361629566/ Jantzen, M.V. (2008, November 11). Window Washers. Retrieved from http://www.flickr.com/photos/mvjantzen/3022353177/ Slide 2 image courtesy of NASA (2006, December 9). STS-116 Launch. Retrieved from http://www.nasaimages.org/