Flying A Plane Without Fear

January, 2011

The needs of a call center supervisor are similar to those of a pilot in thick fog. In order to fly without fear of disaster, he must have instant access to up-to-the-minute metrics.

Have you ever piloted an airplane? Or can you imagine what it’s like? Good, because this month’s blog relies heavily on that analogy.

Imagine you are a pilot, flying a plane. Now imagine you have hit a patch of thick fog. All visibility is lost! You look around for key performance indicators of speed, direction and height, but all you see is a dazzling array of raw numbers. What will you do? How will you avoid disaster??

And how does this relate to call center software? Well, the needs of a call center supervisor in the area of performance measurement are similar to those of a pilot in thick fog (and without auto-pilot – OK, the analogy is not perfect!). In order to fly without fear of disaster (and maintain a high service level), he must have instant access to up-to-the-minute metrics.

Let’s look at these needs in more detail, using ‘Jane’ and ‘Joe’ as example pilots/ supervisors.

Minimal interaction

The right performance metrics should be available at a glance, without Joe having to push buttons, look behind stuff, leave his seat or stand on his head.

Customisation

Any performance management system should show by default what is good for most users. However, no two pilots are the same. What Jane wants to see is not what Joe wants to see. If the right data is not immediately available, Jane should be able to change it easily so that it is. And Joe should be able to choose what to show or hide.

Report sharing

Jane wants to update a colleague on the state of things. She needs a way to output the right data and send it (as a PDF via email, for example), and she may want that to happen automatically. The colleague (the control tower?) may want the data as it is presented to Jane, or he may prefer that dazzling array of raw numbers, for further analysis. Both should be available.

Alerts

Joe must be alerted if the plane loses altitude, so remedial action can be taken. That alert must be loud, bright and immediate.

Presentation

To aid fast comprehension, Jane needs clear data layout – simple, intuitive and consistent across the board.

Transparent design

Joe has no interest in how the information gets to him. That’s someone else’s problem. He only cares that it is accurate and up to date.

Of course, the Pilot/ supervisor’s needs are mostly for real-time metrics. A call center manager, on the other hand, needs both real-time and historical metrics, in a single interface. We could picture him as the Captain of an ocean liner, asking “How far have we travelled? How long has it taken?” Armed with this information, he will know what he must do to arrive on time.

All this is a tall order for a single call center reporting system, especially with a large number of simultaneous users, accessing it via the Internet. And many performance management systems fall short.

If your current call center reporting solution is not giving you what you need to fly your plane (or sail your liner) with confidence, be more demanding of your supplier.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app