Smartphones, tablets and other smart devices enable contact center managers to stay constantly connected, enabling them to be fully engaged with their operations while being on the road, out of the office or checking up on other workstations, for example. These devices can be optimized with a fully functioning, unified dashboard that monitors key performance indicators (KPIs), call volume, queue times and more all in real-time. They can also support advanced call center applications that allow for easy monitoring, management and provision. It seems like a dream come true, but in actuality, it’s usually easier said than done.
Of course, mobility can increase productivity, expand workforce capabilities and cut down on important costs (mobility can cut the cost of one call as much as clean in half). As the cost of smart devices continues to competitively drop (Microsoft just this month reported that it is cutting the price of its Surface RT tablet by as much as 30 percent due to steep competition), it seems that the concept of contact center mobility can become a reality for many.
Despite this, it is most important to remember that high customer satisfaction is what first and foremost generates revenue. Therefore, if you’re looking to become a mobile-minded facility, you have to be prepared to face unexpected challenges that may come up along the way.
Vocalcom hangs its hat on providing you with what you need to face these more unique and advanced call center challenges. With unparalleled mobile integration and support – among many other things – our award-winning virtual call center solution makes it possible for you to not only manage operations on your side, but provide efficient and cost-effective customer service to keep customer interactions at their most productive.
