Business Intelligence, Data Integrity, and Integration for Call Center Management
With Information Builders' intelligence, integration, and integrity solutions, call centers of all types and sizes can tap into their enterprise information to dramatically improve the quality and efficiency of agent interactions.
Users at all levels – from managers and supervisors to representatives – will have instant access to the vital information needed to improve customer satisfaction, maximize productivity, optimize resource utilization, reduce overhead costs, and increase sales and revenue.
Our technologies empower call centers around the world to:
- Unify data in more than 300 sources, so agents can easily access the information they need to quickly answer questions and resolve problems
- Monitor agent activity and performance in real time to identify those who may need additional training
- Analyze patterns in call traffic to ensure sufficient network and line capacity
- Create a single, consistent view of each customer across all systems, so agents always have a complete and accurate view of a caller’s history
- Track critical service delivery metrics, such as average speed of answer, call handling time, first call resolution, hold times, transfers, and more
- Provide agents with the insight they need to identify and leverage opportunities to up-sell and cross-sell during customer interactions
- Gather critical intelligence, such as turnover rates, attendance and occupancy rates, and ratio of agents to supervisors, to aid in smarter staff scheduling and workforce planning
- Provide customers with valuable self-service solutions that allow them to access routine information – such as order status or account details – quickly and easily via the web
Development and Implementation
Information Builders Professional Services employs a team of CRM specialists to assist with your implementation.