Contact Center Solutions Featured Article

VoIP in Tandem with Analytics Can Turn Call Centers into Profit Centers

November 14, 2012

It’s the dream of any call center: to transform from a capital-sucking cost center that is a necessary evil to a revenue-generating profit center that helps the business grow. While it’s certainly possible to accomplish, it’s a long, multifaceted project that relies on both technology and sound management.

Many of the highest quality and most profit generating call centers have something in common: they work on multimedia voice over IP (VoIP) platforms that allow them to better understand and manage their operations. These VoIP systems, which offer all-in-one packet capture, allow call centers to capture and monitor calls, analyze and extract relevant data, and put that information to use to improve call center quality, thanks to onboard application analysis software.

While many contact centers have solutions that will let them know when they’re in danger of not meeting service levels or key metrics, very few call centers have solutions in place that can help them precisely pinpoint where and when the error began. It becomes a kind of guessing game to find the root cause, which takes valuable time away from managers. Solutions that can help contact centers drill down into their historical performance at short intervals can put them on the path toward improving operations.

Network testing and monitoring solutions provider Fluke Networks (News - Alert) offers a detailed video on how VoIP and analytics together can improve call center operations.

Because no two call centers are alike, it’s important that analysis of operations can be customized to a call center’s business. Some of today’s more cutting-edge VoIP platforms have customizable filters that allows a call center to capture just the information it needs that is most relevant to its business and its customers.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!