Contact Center Suite®
Designing and managing an effective Contact Center is a big challenge. It is more then purchasing communication technology, appointing agents and providing scripts to the agents alone. During the design phase of a Contact Center, some crucial questions have to be answered such as:
- What is the minimum number of required workplaces?
- How many agents must be employed to reach the agreed service level?
- And how do I mix part-time and fulltime employees?
- And what skills are required for these agents?
- What customer types, products or questions are distinguished or bundled to one skill?
- What is the optimum routing to agents?
- When is it efficient to overflow to a secondary skill?
Not only in a new, but also in an existing Contact Center, questions remain regarding expansion, re-design or optimization. especially when a Contact Center wants to adapt to a quickly changing demand. existing Contact Centers deal with questions such as:
- How can a new call type be fitted with highest efficiency within the current operation?
- What are the consequences for capacity when the number of calls increases?
- What is the optimal routing to agents?
- After how many seconds is overflow to a different skill allowed?
- What are the labor costs for increasing the service level?
- What are the consequences of using auto-answer?
- At what time do shifts have to start and how long should a shift be?
These questions lead to goals every Contact Center manager should have:
- A guarantee of the highest possible service and quality in terms of waiting times and service levels.
- Minimization of costs by reaching the highest efficiency of agents. This also includes flex workers and outsourcing.
Most Contact Centers use several tools to optimize their processes such as:
- Workforce management software
- Planning & scheduling software
- Forecasting software
- The number of agents that handle only one call type is higher then 100
- The workload of the agents is lower than 60%
- The variance of the duration of a call is very small
Contact Center Simulation Solution
Computer simulation doesn't have limitations because real life contact center processes and their behavior are built in a model. Untill now, you had to be a simulation expert to build fast valid models of contact centers. With the Contact Center Suite any Contact Center Manager or planner can build a valid model. Just fill out an excel spreadsheet and a simulation model is automatically generated. For more information contact one of our offices or your local reseller.
For more information
Feel free to contact the Sales team by phone or email.
For detailed product information, free trial version, on-line demo or presentation call Claudia at (313).441.4460 Ext. 1131.
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