Optimise your workforce management tool. Analyse call recording, analytics and surveys. Plan daily to deliver on your se
5 STEPS to your dream contact centre 5
Move from reactive to predictive & proactive
4
Strive to...
Use planning, quality & performance tools
3
Set out to...
Manage the experience
1
2
Match technology to meet customer needs
Understand your...
Look to...
Know your customer
Customer needs Demographics Channels used Revenue potential Processes Training needs
Infrastructure Legacy systems Training requirements Maintenance costs
Are they meeting customer needs?
Use surveys & social media to gain feedback
To learn how Netcall could support you to maximise your productivity and competitiveness.
netcall.com
Optimise your workforce management tool Analyse call recording, analytics and surveys Plan daily to deliver on your service levels Engage your agents Rapidly train on key issues Develop step-by-step agent guides Use a knowledge base
Set common goals Identify skills gaps Integrate processes Eliminate silo handling Provide proactive progress updates to customers
Review your...
Obtain a 360-degree real-time view Collect, correlate & analyse data Manage risk across the organisation Monitor trends Identify where training is required
