Operational & Quality Challenges: Modernising Your Contact Centre

Operational & Quality Challenges: Modernising Your Contact Centre

Call clarity and quality is something we take for granted on a day to day basis. However, as times progress and technology gets sharper, we are being subconsciously trained to expect higher quality from our technology.

Of course your operational efficiency is a key factor too. One must seek to optimise the human operational side of the service by:

Improving agent productivity

Improving management processes

Speeding up handling time

Speeding up first contact resolution

Using high-end technology processes to automate call statistics and reports

Reducing and simplifying IVR menu options

Implementing skill based call routing

Introducing skill based agent scheduling