Service Management

In an era of costs reduction, it is only natural for organizations to expect their contact centers’ cost to be reduced as well. When that happens, usually the first impact is a deterioration of the service level to the customers.

CCP service management tool provides the contact centers’ executive a simply intuitive tool to “control the flow” in order to make sure the service level deterioration does not get out of hands, which very often happens.

CCP service management tool gives the managers dashboard, analytics and reporting to monitor rapidly the service level, not only by CTI KPIs as avg wait time and % abandons, but also by quality of service KPI’s such as FCR and SLA. This is due to CCPs’ ability combine data from several systems in the same KPI.

CCP service management tool provides the contact center:

  • More effective managers decisions
  • Increase service level
  • Increased agents productivity
  • Increased Quality of service