Call Center Optimization and Digital Displays Enhance Productivity
Make Your Call Center More Productive
FULLERTON, CA, October 16, 2017 – Altura Communication Solutions has teamed up with Inova Solutions to offer call centers enhanced productivity solutions. Two major ways to enhance productivity in the call center are (1) call center assessments for technology and call routing and (2) digital and desktop displays that agents can easily see and offer engagement with information sharing.
Altura offers two specific baseline assessments that are focused to help contact centers better manage their Avaya technology and improve their call routing efficiency. Baseline assessments are conducted remotely and provide documentation to support findings needed to enhance productivity.
In addition to the initial baseline assessments, a call center optimization study is considered the next step for uncovering areas for improvement. The Call Center Optimization study is an additional assessment where Altura provides a review of your organization, facilities, agent calls, agent focus group, quality team, supervisor observations and technology. Altura provides an executive report of our findings and a roadmap to optimize your call center.
CALL CENTER DISPLAYS AND DESKTOPS
Inova Solutions improves the performance of contact center agents, managers and supervisors by providing real-time reporting views of critical data gathered from both contact center platforms and enterprise systems. Contact centers of all sizes and from a wide array of industries use call center displays and desktop solutions to improve customer service by monitoring key metrics, identifying emerging trends and addressing in-day performance issues quickly and appropriately.
Inova Solutions’ Real-Time Performance Analysis Service helps you not only identify the right set of metrics, but also utilize the data to notify and alert personnel when action is required. Deliverables of the service include recommendations regarding:
- Specific real-time metrics you should be leveraging
- Historical metrics that should also be considered for context
- How to best present and share real-time information
- Threshold setting for specified metrics
- When response plans should be considered and what to include
Altura and Inova, together provide call center leaders with resources and enhanced productivity solutions that deliver market leading ROI.
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