eg operational intelligence® enables organisations to determine, monitor and constantly review customer service expectations and ensure the interaction between front and back offices are not vulnerable to process breaks.
Contact Centres can use the eg operational intelligence® software suite to provide improved service for customers and develop relationships with back office teams. In addition to the full
performance management and reporting capability, the tool also allows Managers and Team Leaders to:
- Reliably track the detail of call types received by the business allowing decisions to be made based on current trends
- Provide visibility of all work received and outstanding, allowing quick resolution of chase up calls such as ‘have you received my…’ etc
- Immediately access any outstanding work handed off to other areas or being processed in back offices on which the caller requires immediate action
- Provide greater clarity around individual performance KPIs (Key Performance Indicators) which can be masked by the more traditional comparisons of talk time, wrap time, and number of calls handled
The eg operational intelligence® suite can be used in parallel with workforce optimization systems to provide a more detailed breakdown, so the right operational decisions can be made to effectively measure, manage and improve customer service delivery.
Over 41,000 users trust eg – our software is working hard for client businesses across the globe.
eg are members of the Professional Planning Forum, the independent industry body promoting best practice in the contact centre industry www.planningforum.co.uk
