Posts Tagged ‘contact center’

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.

We integrate Salesforce with the Agent Workplace

For some time now, we have an integration of our Agent Workplace with Salesforce, the leading cloud-based CRM system.

As a fully cloud-based customer relationship management service, Salesforce fits our network-based contact center suite perfectly. It runs in any leading browser, so both products are well positioned to match each other. On top of that, Salesforce is a powerful CRM module with all its features and I’m not surprised that it became such a huge success.
For the integration, we’re using their API, which allows us to pull up a separate tab, which is presented in the same browser session as the workplace. So when an incoming call reaches the platform, after the IVR service logic, the call eventually hits the skill group. When that happens, our system sends a variable e.g. the caller’s CLI to Salesforce via the API. Salesforce returns with a page in the browser showing the respective customer information in case the person was found. If the caller was not found, the agent gets to see a page that allows him to create an account for that particular number.
Joining two powerful products in this way entails an easy to use, feature rich, quick to market solution for managing a contact center solution completely in the cloud.
The good news for our customers: this CRM plug-in is a standard connector, so we can offer the integration to all our customers who are offering the NBCC product.

The Contact Center Hashtag

Social media is rapidly becoming part of the contact center world. Almost all software manufacturers offer some form of social media for contact centers or at least have it on their roadmaps. The idea of direct customer interaction makes things happen faster and adds a dynamic element to communication. Agents are expected to reply instantly to a customer enquiry or a complaint. But how does a Tweet or a Facebook message reach the right agent in a contact center? Is there something like Automatic Tweet Distribution or Wall Post Forwarding?

Maybe all your agents have access to your company’s Twitter timeline or Facebook wall but how can you make sure the right agent feels responsible for the incoming enquiry if you don’t have skill groups? How about things that happen off your Twitter timeline and outside of your Facebook wall?

Typically, users of social media highlight certain topics with hashtags like #contactcenter. You click on the tagged word and a list appears with posts and Tweets that use the same hashtag. Now here’s the idea: in order to make sure the right agent or skill group sees the post with the keyword, you assign a cluster of words to each skill group. They see it either in search results that get updated constantly or in a separate window in the agent workplace. You make sure that agents only see the information they need for their work and don’t have to filter to see what’s potentially relevant to them.

Now you may ask: who needs this? This could be a useful tool for large enterprises with big contact centers. These companies typically have multiple Facebook or Twitter accounts and a handful of agents can’t easily monitor them all. So to make sure direct enquiries are answered and all indirect complaints and comments about your company are being read, you need to assign relevant topics to your skill groups by clustering tagged keywords. This enables you to follow the discourse on your products and services, to participate in it and react quickly.