Contact Center Software: Why You Need the Fluff

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When researching contact center softwareand other technology offerings, you will notice that some vendors will tell you that the bells and whistles are great to have on hand in case you need them. In other instances, you will hear that on-demand solutions are great because you don’t have to pay for the fluff unless you actually want to use it. In both cases, the assumption is that you only need the out-of-the-box solution for your contact center software, and the fluff can’t really deliver any value. If you look closer at the fluff, however, it could actually be what makes or breaks the deal.
Contact Center Software: The Workforce Management Platform

No matter the size of your contact center operation, you will eventually need to move to a workforce management platform. This automated contact center software offering enables you to forecast according to historical data and planned campaigns, and then schedule your agents by skill set and availability. The basics in this platform sound like a great way to eliminate that tedious manual process of managing everything in a spreadsheet, doesn’t it? But, maybe you need to look a little closer at the fluff; in this case, the fluff is the extra tools that may or may not be available in the solution you select. For instance, one powerful workforce management solution gives you the option to search the system if an employee calls in sick to determine if that same employee was turned down for a day-off request on the same day. You don’t want to assume your employee is lying, but this could be an indication that the individual is not reliable and perhaps has a short future with your company.

Contact Center Software: Reporting Capabilities in Call Recording

Every customer calling into a call center of some sort has heard the canned voice informing them that this call may be monitored for quality and training purposes. As mundane as that may sound, you really can deliver benefits with contact center software that focuses on call recording. This is one area where you do want the fluff; you want the bells and whistles that allow you to drill down into the call, view the screen shots, conduct live monitoring if you so wish, archive for use later and provide the ability to search the data according to whatever parameters you want to use. Call recording means very little if you aren’t going to do anything with the information you capture. Take advantage of the extra capabilities to empower your agents to work better and handle interactions to your expectations.

Contact Center Software: Complete Integration is Key

One area where you may have to be pickier about the fluff is in your integration. Yes, you want the contact center software with all the bells and whistles, but how well does it integrate into your current environment? Are you a virtual contact center, traditional, or hybrid? How well will the software fit into these situations? The fluff that seems like a good idea in terms of application may be a headache if you constantly have to flip between systems to use it. Insist on complete integration of your contact center software so that the fluff you do need will actually deliver the value you want.

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