For any call centre, customer satisfaction is the key to success and growth. The Workforce Management (WFM) solution is specially designed for ensuring that contact centre agents gain more customer insights and are able to handle their queries in a better and more satisfactory manner. This also helps in downscaling the costs as it provides a strategic direction to employees for better customer engagement, hence fuelling the business growth.
Customer Experience is the top priority
We make sure all things fit perfectly. Our agents are at the right place, equipped with the right skills and right tools to make the customer feel prioritized and easy. It’s a fairly simple formula that makes sure all basic challenges like the fluctuating nature of call volumes or high turnover, are efficiently met. The customers are given the best experience, no matter which media they choose.
Employee engagement and interaction, equally necessary
Customer satisfaction is the key but what is equally important is the happiness of your employees. A successful organization knows that a happy employee is the most important asset and making sure that he/she has the right platform to shine in their work, its necessary to provide the, with the best of tools and skill-sets. The Workforce Management solution from Mitel provides the supervisors and managers with all the tools they require for empowering the employees. For example, before making a schedule go live, a manager has the ability to see the preference of the agent, what are the skill sets he/she possess and if the person would be available in a particular shift. Also the agents get a real time access to their client portals so that they can manage their schedules with their colleagues.
Decision making becomes easy and optimized
A huge amount of useful data is generated in contact centres that can be used by the organizations for propelling their business growth. This data can help them make intelligent decisions, based on solid analytics and it also reduces dependence of intuitiveness and guess-work. Now get the 360-degree view of your enterprise with our analytics-driven approach that will help you optimize your operations. It also helps you track the activities of agents and schedule their activities in rea-time to ensure service levels are met and customer satisfaction is maintained.