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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.
· 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. 3rd 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.
Kapture CRM’S call center management software allows you to quickly sort out escalations, answer queries, and manage orders all from a unified dashboard helping you create a seamless call center experience that leaves your callers smitten.