Contact Center Management: To Make Your Business Smarter, Insightful & Productive

Contact Center Management is tool which organizations use to manage daily operations of a call center, across multiple touch points and channels to accommodate omni-channel customer support journeys. A Contact center system greatly influences a business by managing, assigning and monitoring employee performance while providing valuable insights to improve the productivity and workflow.

· Manage the workforce more effectively.

· Monitoring employee performance .

· Get valuable insights on where to improve.

How Can A Call Center Management Software Benefit Your Business?

· Custom Dashboard: All the answered calls and unanswered calls can be tracked directly from the dashboard. With customizable options, managers can sort the information according to convenience.

· Monitor Customer and Agent Interaction: A refined knowledge base can help in training and encourage collaboration amongst peers. An approval matrix can be set up to control the content repository.

· Cloud Telephony Integration: Avoid repetitive tasks like logging into multiple accounts. 3^rd party services can be integrated for automatic log in for multiple accounts.

· Efficient ticket management: Kapture automatically disposes generated call tickets from multiple accounts and integrates the data into the system.

· Multilevel IVR: A custom call flow can be created with multilevel interactive voice responses through which customers can connect directly to appropriate agents who can provide proper solutions.

· Monitor workforce: The call center management software lets a business monitor its employees, provide feedback and conduct appropriate training sessions to consistently improve standards while ensuring that all the calls are attended to.

· SLA’s: A business can improve its accountability radically by applying Service Level Agreements to ensure that no tickets goes unassigned or unattended. SLAs make sure the tickets gets escalated.

· Reports: Assess the performance of employees with regular reports with customizable parameters. Acquire valuable insights based on in-depth analysis so that managers can make informed decisions.

· Inbound & Outbound call management: Contact Center management systems can manage all inbound and outbound calls with inbound and outbound routing capabilities which will boost the efficiency of support agents.