Ozonetel Blog

Blog 2018-05-25T04:33:02+00:00

Workforce Management in the Call Center

Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast! You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently. You don’t want staff idling away time, nor do you want them to be overworked. You juggle shifts, skills, overtimes, and breaks to ensure customer experience never suffers. This is workforce management.What are the basics of call center workforce management?Workforce Management for your call center means four things:Planning how many agents you need per shift. [...]

By | March 1st, 2019|Categories: Ozonetel|0 Comments

Yes. Your self-service bot also requires trained agent support.

3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone,  they are tech-literate and there is minimal resistance to the idea of self-service. Or that's what some managers are prone to think. Is there a difference in how managers and customers perceive self-service? MIT Sloan conducted a survey in 2015 to see how each group differs in their self -service viewpoints. They found that “ Managers significantly underestimated the need for employee interaction during a self-service experience”.  (They also [...]

By | February 21st, 2019|Categories: Ozonetel|0 Comments

Now, let KOOKOO manage your Zendesk Talk calls better

To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak to a trained, knowledgeable company representative. And when they do, they’ll expect the call to connect fast. And when it connects, they’ll expect your agent to recognize them, know their problem, and sort it out immediately. That’s why just having phone support isn't enough. You need a well-managed system for automatically logging calls, recognizing [...]

By | February 12th, 2019|Categories: Ozonetel|0 Comments

Lessons from CES2019 for customer communications

If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is another CES that customer communication leaders should watch closely—Sin City’s annual Consumer Electronics Show. This massive display of consumer gadgets isn’t just about the hottest technology and coolest gadgets. It is also a definitive forecast of how customer interactions will change. Observe closely, and it will deliver insights into how people will be able [...]

By | February 8th, 2019|Categories: Ozonetel|0 Comments

The Top 10 Contact Center Reports that Supervisors and Managers use most

When contact centers initially started moving from legacy systems to the cloud, not all of them understood how powerful data could be. Cloud contact center solutions such as ours generate 70+ reports. Businesses switching from legacy to cloud for other reasons such as to reduce infrastructure costs, or to connect remote offices— found this a big bonus. Happy reviews started pouring in. Managers were able to use reports to monitor and draw insights from every call their support or sales departments received or made. But I still feel that contact center reports are an underused tool. How can you make [...]

By | January 31st, 2019|Categories: Ozonetel|0 Comments