Managing the Call Center
As a supervisor, you need tools and information to help you operate your call center effectively. You need to know how many calls, emails, and voicemails your team handles. You need to ask the following questions: what is the average handle time for each interaction: how long are customers waiting in the queue: and so on. Access to real-time information about your operations can help you to manage your call center and even pinpoint improvement opportunities for individual agents.
Oracle Contact On Demand Supervisor Tools
Oracle CRM On Demand and Oracle Contact On Demand have several tools to help you manage your call center. Every customer communication can be tracked and linked to customer records. This tracking feature builds a database of information about your operations and your customers, which you can access using reports and analyses. Agent-monitoring tools can also help you to coach individual agent performance.
The Communications Dashboard shows real-time statistics about your call center queues to help you analyze performance.
Communications Reports and Analyses
The Reports Homepage contains links to prebuilt and custom-built analyses that can help you manage your call center. Review custom and prebuilt analyses regularly to identify call center trends, potential risks, and opportunities for improvement.
You can use Oracle CRM On Demand Answers to design customized reports to analyze the communications activities generated by your call center interactions. When you create a custom analysis:
For further information, see Reports.
|Published 5/4/2012||Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.|