Features: Change Management

Change Management

In the world of contact centers, there is only one constant: change. Contact centers need to grow or contract to meet business needs, launch new campaigns or modify existing ones in real-time, deal with turnover amongst staff, and more.

Every aspect of the VoiceNet system not only recognizes this challenge for call centers, but embraces it; from VoiceNet’s open architecture and real-time data repository, to its easy-to-use flexible agent tools, to the user-friendly interfaces that minimize training overhead.

One of the biggest barriers to change in a call center environment is the lack of actionable, accurate information being available to the right people at the right time. VoiceNet addresses this in many ways including having an open, defined, and standard real-time database, including a built-in integration server for easy data integrations with back-end, third-party, and partner systems, and by providing a robust web-based reporting portal so that managers, supervisors, and executives can easily access information about how the call center is performing at that very instant.

Once the right people have the right information, it is critical that they be able to respond in real-time as well. Every aspect of VoiceNet’s management tools and agent desktop are easy-to-use by business people so that the reliance on IT is minimized and turnaround time is maximized. Do you ever need to add new numbers to be dialed in real-time even as the dialing campaign is active? Do you ever need to make a change to an agent script and have the agents using it within in minutes as opposed to days or weeks? Do you need to change the skills-based routing rules on the fly to optimize agent utilization? VoiceNet makes all of this and much more easy to do by the call center staff themselves.

VoiceNet was created by call center experts to address the real-world problems with which call center professionals deal every day. The result is the most flexible call center system in the industry, enabling agile call centers to make changes whenever and wherever they are needed, and in turn, minimizing time, effort, and lost opportunity and maximizing performance and profitability.