Management Information systems are the eyes and ears of your contact centre or sales floor and can provide important tools to judge the effectiveness of your operation. A survey conducted by contactbabel on UK contact centres shows that in 2018, 38% of contact centres were looking to upgrade or replace their current MIS, suggesting that in many cases, it’s not quite giving management what they need.
Historically, call centres would favour metrics such as call duration or average call handling time, however it’s not an easy statistic to measure and work out cost against. Furthermore, the way in which we interact and communicate with customers has changed considerably and call centres have evolved too. So, it’s no surprise that we now focus on other metrics, such as call abandonment rates, agent productivity scores, first call resolution, adherence to service levels and customer satisfaction ratings.
A survey conducted by contactbabel on UK contact centres shows that in 2018, 38% of contact centres were looking to upgrade or replace their current MIS, suggesting that in many cases, it’s not quite giving management what they need.
The difficulties that business owners have, is that not all workforce management systems have the functionalities and capabilities needed for the operation of a modern-day contact centre or sales floor. Investment in the correct software to ensure that there is adequate return on investment is key but finding the correct one can be a lengthy and time-consuming process and time is not something that not a lot of business owners have. As a result, research into the correct system can be put to one side for future consideration.
At QContact, we understand the entire operation of your contact centre and our team of developers have spent years developing our unified, cloud-based communication suite to power the next generation contact centre. So why not get your free demo today and see how we can help your contact centre managers improve your bottom line?