| Ensure Contact Centre Staff have all the information
they need.
At MXDigital Systems we aim to provide the right product to suit your application and this can be anything from a simple self-contained wallboard to a full-feature software application providing multi-media displays and call, or other, data on a number of large LCD screens.
Often, we are asked to supply a software only solution but, if required, we can provide a complete solution including LCD screens and/or Wallboard installation, video distribution hardware, PC hardware, software installation and configuration, training and, of course, on-going support.
A Contact Centre not only handles telephone
calls but may also deal with emails, and
online communications such as instant messaging.
Also, Contact data will often be logged
into a database to track the contact’s
details, what actions need to be taken,
and when.
Staff may be required to provide information
to their clients and to report on what actions
have been taken or those that are planned.
The current and overall Service Levels
are an important measure of the performance
of the Contact Centre and keeping track
of these is key to ensuring the right levels
are maintained.
All of the information referred to above
can be collected from various differing sources
and presented to your staff on traditional
LED Wallboards, large LCD screens or even to their
desktop PC's.
By displaying this in formation in real
time, your staff will be able to accurately
monitor, predict and respond to, any areas
of concern such as;
- Is the call queue too long?
- Are we getting too many Abandoned calls?
- Are enough Agents available
to deal with the traffic levels we are
experiencing?
- Have we logged any calls that are about
to exceed their SLA?
- Is our overall SLA acceptable?
Our solutions can not only display the information
you need to see, but can also raise alarms
when things are getting out of hand. For
instance if the calls waiting queue starts
to build, then it can ensure this fact is
made obvious to your staff by changing the
colour of the displayed text. When the queue
gets longer it can then start to flash the
text and, if matters get even worse, audible
alarms (such as a short beep) can be triggered
to draw attention to the situation.
For more information, or to discuss your requirements, please call us now on:
0870 224 7660
MX Digital, the Number One Choice for Contact Centre Displays and Software
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