This post is part of our Friday Feature series where we look at a part of the NewVoiceMedia platform that you might not be familiar with but we think you might find useful!
We spend a lot of time speaking with team leaders and supervisors in contact centres as we strive to understand the challenges that they are facing in their roles. One thing that is apparent is that business is so much more dynamic today than it has been in the past.
A new marketing campaign that wasn’t mentioned, or a product that has had to be recalled can quickly see inbound calls dramatically increase. As a Customer Service Director you might want to declare “all hands on deck!” and call your IT team, ”How do we get the rest of our employees as part of our contact centre taking calls?”
The stories we hear are anything from “it’s not possible” to “it will take 2-4 days to process”.
Within ContactWorld you can add an agent from anywhere in your business in under 30 seconds and here’s how:
Login to the Service Control Suite if you aren’t already and click on Agents
Click New and add in your new agent’s name and the direct line on which they can be reached – an office phone, a home phone, or even their mobile.
Add the agent to your chosen group – a Support Group or Service Group perhaps
Add your new agent onto your wallboard so you can see their status
Log your new agent into the call centre
In under 30 seconds your new agent is live and accepting calls wherever they are in the world with no change to their handset, no need for any wiring and no 2-4 day lead time!
Have you had to respond to urgent fluctuations in call volume? How have you brought in other parts of the business to support these variations?
We hope this post has been useful. If so please share with your network. For more information on ContactWorld and how it can give you a more flexible and agile approach to delivering customer service just visit the ContactWorld page on our website.