Tips for Managers to Optimally Use a Call Center Omnichannel Solution

The job of a higher level in a business is to get the required tools, talent, and infrastructure to support managers and teams to perform productively and increase returns. On the other hand, team members such as agents in a call center devote themselves to handling the assigned jobs to keep day to day work performance optimal. On the other hand, managers are expected to keep an eye on the performance of agents and constantly contribute to improving their performance by defining the best practices.

One of the areas in a call center that managers need to focus on is the right way of using tools, so agents can take maximum advantage of this software. As the use of a call center omnichannel solution is common in call centers and many businesses, I will cover major tips for managers that can help them optimally use this software. 

1. Train agents to use the software first

Usually, call centers hire skilled and experienced agents and a majority of them must have used a call center solution. But, an omnichannel contact center solution will have more features than a simple contact center solution. Moreover, all call centers don’t use omnichannel software solutions. Thus, there can be some agents that have never encountered this system and its features.

Furthermore, different omnichannel systems may have different layouts and user interfaces. Thus, it is the first and foremost job of managers to design a reliable training program for agents. Agents must know how to use this software. A recorded video tutorial of the software can do the needful. In addition to that, user manual documentation can also be kept handy in the knowledge mine for agents to refer to anytime.

 

2. Encourage using automation features 

All omnichannel software solutions provide automation features. Along with commonly available automation features in a call center solution, this software also possesses added features targeting the use of unified communication channels. For example, SMS broadcasting and email broadcasting with scheduling options are commonly available features in a call center omnichannel solution that automate a major job conveying a predefined message.

Using this feature can save a lot of time for agents. Managers need to define the best practices to use these automation features to work more productively. 

3. Encourage to handle and use multiple communication channels 

Usually, in a call center, each agent is kept to handle a specific type of communication channel depending on his or her experience or skills. This is definitely a good technique as that agent can enhance skills and work more efficiently for that particular communication channel.

However, this can increase the need of having a big team with each group of agents good in only one or two types of modes of communication. This does not increase resource optimization. Thus, it is necessary for managers to train agents to handle all different types of communication channels and work productively. This can help in handling peak hours more optimally and even increase routine performance. 

4. Monitor and coach in real time 

All call center solutions offer live monitoring and supervision features. Managers must use them to identify case based improvement points and give coaching to agents in real time. This can help agents to use the omnichannel contact center solution more optimally and also increase the value of major KPIs. 

Concluding notes 

A contact center solution with unified communication support has the capacity to boost performance up to 180% if managers take the right approach. This approach can come with time, experience, and experiments. 

In conclusion, managers can take tangible steps to increase the productivity of agents and the worth of using a call center omnichannel solution by following the tips mentioned in this article. 

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