Last week I was asked to present “The Art of Selling to Contact Centre Manager” to a group of senior sales people who sell UC, Telecoms, Collaboration and Contact Centre solutions for one of the leading manufacturers. Nothing new there then? Except on this occasion I was surprised when the head of this highly motivated and talented group of professionals told the group that their core technology is just one way to differentiate
In the last few months we’ve successfully deployed Optymyse at both UCCE and UCCX sites and we’re delighted with the results. The end of traditional call handling metric wallboard’s is coming! more and more of you are realising that agents want more from your visual communications solutions.
In Hollywood, it’s the stars that make people flock to watch a movie and the movie makers know it. So, who are the stars of customer care in a contact centre? Directors? Managers? Supervisors? Obviously, company processes and ethos does have an impact on the way agents deal with customers but at the end of the day the stars are the agents themselves!
The only way a good Contact Centre Manager can get value from TV screens in their contact centres ….
Is to ensure the content is useful to their Agents. After all, it’s them that spend the day looking at it… How many times a day do your agents look at the call metrics displayed on the TV screens around your Contact Centre? If it’s a LOT you might have a problem. If it’s a little, you really have a problem. Yeah, confusing – here’s what we mean;