HCM - Human Capital Management
The shift plan is the core of human resource planning. The project manager will enter the expected amount of calls (forecast). According to this forecast the system will authorise service slots to book remote agents.
This centralised attendance monitoring summary gathers and visualises all figures relating to individual remote agents in real time: Who is currently in a conversation, or on a break? Who is online, who is offline? And: What is the average conversation duration?
Alerts are a valuable function in order to ensure availability. You can customise parameters so the system will respond automatically and initiate required actions on time. A typical case of use is to manage peak levels. If hotline availability falls below a pre-defined level the system will automatically mobilise available remote agents from the pool.
The Routing Manager is a system function which controls the distribution of incoming calls to the agents. The project leader can adjust the configuration with immediate effect.
Talent Media Interface
The TMI (Talent Media Interface) is the programme which is installed on the agents’ computers and provides them access to the system. It is the web-based workplace for remote agents. All functions which are required for or helpful for the job are combined in the TMI, from taking calls to electronic invoicing.
Clearly structured dashboards summarise activities on all hotlines. You can see which hotlines are handling which call volumes, how many conversations are taking place in parallel, and whether availability is guaranteed – all in real time.
Every single process running during customer dialogue - from hotline activity to the actual conversation duration of an individual agent - can be viewed and evaluated in real time. The Statistics module combines evaluation and reporting functions and shows them in clearly structured tables and well-designed charts. You can freely choose the period you want to assess and in how much detail – right down to individual agents.
Every person has specific talents and qualifications. The Talent Management organises these specific abilities in a systematic manner, thus making them useful for operative processing. Each remote agent can be allocated to specific Skill Groups. These groups combine all profiles according to specific performance requirements.
The Information Board is the core instrument for an efficient flow of information between management and remote agents: This is where the hotline manager compiles and edits project-relevant information for distribution to the agents. The sender of a message can also see if and when the message was opened and read
E-Learning & Assessment
The e-learning module is available especially for training sessions, in order to ensure the best possible transfer of knowledge. As video files, once created, are made available to the pool of remote agents, the efficiency of the training measures will increase significantly.
Furthermore, performance checks can be carried out by means of assessments. To ensure the required quality levels, the agents’ knowledge is assessed by means of questionnaire sessions.
Live Voice Monitoring
Live Voice Monitoring can be used to listen to calls as they are taking place, in order for them to be analysed for training purposes afterwards. There is also the option to record conversations. In line with applicable legal requirements this involves the prior authorisation of the caller.
A special feature of the Cloud Contact Center framework is that it allows the utilisation of different channels. Integrating Zendesk into the Cloud Contact Center means adding a powerful ticketing system, which facilitates easy connection to social networks and consolidating the whole range of functions of the individual networks. In this way, the PSTN (landline) for instance, can be controlled by actions in the web interface.
Agents can easily transfer calls to other agents via the TMI. If required, agents may also help each other using the Communicator to communicate with each other via chat or video chat
While agents are in customer dialogues, the Call CRM helps them organise project-related information and facilitates the recording of this information. The management can provide a query form for the agent to record all relevant information - during the conversation or afterwards.
The Callback module is the basis for providing the customer with the best possible support. The module activates the call-back function, for instance when different service levels apply in a support-process chain. It makes it possible for agents to process customer queries afterwards, if queries could not be resolved during first contact. Subsequent processing may be carried out by the same agent who took the initial call, or by another agent, e.g. one specialising in a certain area.
Usually agents are allocated incoming calls, or they make outbound calls. Blending allows agents to take calls at any time and also to make outbound calls for short periods without explicitly having to log in to outbound activity. Blending reflects the behaviour of a conventional telephone connection.
The Cloud Contact Center can operate through multiple channels. Apart from all language and text-based services, it also supports video streaming. For instance, this technology can be used for optical biometric methods to prevent identity manipulation (eConcierge module). Every remote agent has to be authorised through video call before they are granted access to sensitive areas within the system.
You can find the licence type which best suits your requirements using the licence type overview..