Ever since the new millennium, cost cutting, productivity and efficiencies have been the top priority – not an easy task for the customer-focused executive also accountable for sales, customer satisfaction and retention. Some cost-cutting measures such as reducing staffing, outsourcing, or decreasing average call time can negatively impact business performance.
CC-One brings all your sites, agents and customer interactions into one command center dashboard. The data from your operational systems like the ACD and omni-channel communications are displayed along side or even mapped to the data from your business systems such as your CRM or Order Entry System. You can see which calls produce revenue, their characteristics and how to most efficiently optimize for both operational efficiency and business results.
- Get visibility into all the real-time operational and business data in a unified dashboard
- Understand agent efficiency, productivity and true performance
- Know which productivity and efficiency measures really matter, and which don’t
Solving a Operational Pain Point
Top Features for Operational Efficiency
Correlate operational and business measures such as offered calls, handled calls, abandons, average handle times, and average response times to business performance measures like first call resolutions, CSAT, NPS, conversions, revenues, profits, and retentions.
Unifies the data being generated by your operational and business systems in real-time to provide a comprehensive view of all the activity, performance, productivity and business results being delivered by different agents, teams, sites and outsourcing partners.
Predictive Analytics Routing
Dynamically optimizes the contact center systems behavior to deliver the best operational measures as you define them. Predicts customers’ needs and matches them with the agent with the best track record of delivering the desired results most efficiently.