In any contact center, an agent’s ability to help as many customers is not only measured by their performance, but also by the software they use to complete the task. Most contact center managers know that in the end, the software that is used in the center is usually the weighing factor when it comes to overall productivity.
According to Contactual (News - Alert) officials, because of the technological advancements the company has built in to its OnDemand contact center software and the redundancy its incorporated into their state-of-the-art data centers, the company is able to provide 99.99 plus percent agent availability.
“This amount of availability equates to less than five minutes of unplanned downtime per month, so you can rest assured that customers will be able to reach your agents just about any time they call, day or night,” company officials said.
According to a recent study by J.D. Power and Associates average contact center hold times now average 5.55 minutes, compared with 6.58 minutes in February 2009.
"Satisfaction improves considerably when customers spend less time on hold and more time addressing their problems and inquiries with a customer service representative," said KirkParsons ( News - Alert), senior director of wireless services at J.D. Power and Associates. "In order to sustain and improve these levels of satisfaction, carriers must ensure the usefulness of their customer support systems…this includes effectively answering customer inquiries and accurately identifying those customers who need to speak directly with a representative, based on the type and severity of the problem they are trying to resolve."
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Friday, August 28, 2009
Contact Center Software: Increase Uptime with Contactual's Advanced Virtual Tenant Architecture Reliability
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