I have a client who has a golden opportunity to reduce costs and improves service. They are very global, multi channeled and most of their contacts take place via the phone and email channels. These two channels are staffed separately. One group handles emails, the other handles phone calls. As I sat alongside agents in each group I noticed the pace of the incoming transactions - it was not demanding. Upon further investigation I discovered that these two groups already lend agents between the two channels and I was told the transition in this move between groups is relatively easy. In keeping with my favorite contact center maxim - the more queues you have in place the more agents you will need to staff those queues - I quickly decided that if the technology can handle it, and merger of channel support groups was in the offing. I was glad to discover that their in place technology can handle a Universal Queue of emails and phone calls, as well as other channel contacts, and the agent desktop can be easily modified/updated to further support the agent in their control of their place in that queue. The result, sure to be as we suspected...few agents required after a very non complicated merger of functional agent groups.
The desktop and the ACD integrate by way of a Media Bar (new term for a combined piece of middleware and a softphone). Stay tuned as this project progresses.
No comments:
Post a Comment