Skillgroups, Agent Workplace, Resources — All is interconnected

Are contact center agents generally skilled people? I guess so, that’s why you assign them to skill groups. Ideally, agents are multi-skilled so they can handle several skill-groups. The contact center technology they’re using should reflect this. So when an incoming call hits a skill group, the call goes to an available agent who must be signed in to this group. This is the first point: it must be possible for an agent to sign in to several skill groups simultaneously.

Next, these groups have to be aligned, i.e. an agent who is on the phone with a caller to one skill group has to be busy and unavailable to the other groups he’s signed in.
Of course the tasks for each skill group have different demands. The Agent Workplace should reflect this. Only the features the agent needs should be displayed. Is it a skill group for non-voice activities? Then the e-mail client or the social media channels should be open. Is this a skill group where payments are done over the phone? Then the agent should have the button to send the caller to the mid-call subroutine where he/ she can enter the payment card details without the agent listening.
All these properties have to be managed somewhere. Our effECTive® Network-Based Contact Center suite has one central web portal over which gives access to all parts of the contact center depending on user rights.
There the manager assigns agents to skill groups, activates certain features in the Agent Workplace and also manages all the resources like the prompts. Thus, the central web portal is the basis of the contact center at least in terms of user interfaces. Agents use it to sign in to the workplace. To a certain extend you can even use it to administer third party applications like a CRM.
All you need to access this web portal and all the functionalities it offers is a browser and internet access. It’s the right technology that makes the lives of contact center staff easier. If you’d like to see how it works, please feel free to contact me.

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