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Organizations are investing millions of dollars to improve the customer experience. They are offering special sales and servicing programs, providing multi-lingual agents, investing in new technologies, and presenting a wider diversity of products and solutions.
These servicing strategies are tied to an unprecedented number of customer contact points – inbound phone/outbound/email/chat/social. Consistent customer service delivery is a serious challenge. So is planning for it.
Interaction Decisions™ is an agent capacity planning and analysis platform designed for contact centers. Based on analytic capability, this robust and flexible call center planning solution optimizes contact center resources and performance in order to get the right number of agents, in the right place, at the right time, to deliver exceptional service. It is strategic planning that helps determine important considerations.
Solving for these business challenges is complex. With Interaction Decisions, it will be easier, faster, and more accurate. And your customers will be happier for it.
A myriad of variables impact the contact center’s customer service strategy and performance efficiency. Interaction Decisions makes accounting for those variables considerably easier.
With its built-in automated analytic engine, Interaction Decisions can solve even the most complicated staffing and strategic planning problems quickly and with pin-point accuracy. The ability to make a split-second decision is paramount when dealing with today’s more connected customer.
Know how many service agents you need before a new marketing event takes place. Provide supervisors with options for any given change in the operation or business strategy.
Fine-tune service goals to determine the most profitable or appropriate service standard.
Predict all critical planning metrics such as call volume, handle time, attrition rate, wage rate, and first call resolution - from two weeks to multiple years out.
Graph the relationship between key performance drivers (call volumes, average handle time) against the expected financial and operational performance (average speed of answer, cost per call, revenue).
Contact centers generate a wealth of customer interaction data. Service consistency and operational efficiency are the keystones of a high-functioning contact center operation. Those with access to clean, organized, readily-available data win with more timely and accurate business analysis.
At its core, Interaction Decisions has a data mart designed to consolidate data from the ACD, WFM, payroll, email, chat, back office, and casework systems. This data is organized and validated for use in analysis and reporting.
Quickly access historical and planned call volume, staffing, shrinkage, and financial data in one accessible central location.
Ensure consistent performance metrics by eliminating mismatched data values as a result of different calculation methods used across various technology platforms.
By significantly reducing the time it takes planners to collect and correct data, Bay Bridge enables analysts to provide additional value-added analysis.
Accurate analysis drives better decisions. Better decisions result in efficient operations, a consistent customer service experience, and increased profitability.
Interaction Decisions 3.9 includes new features that help capacity planning analysts create a more efficient contact center, and by doing so - improve the customer experience. If you are an existing customer, simply put in a request with support to acquire these enhanced features. New customers can work through their account manager to get started.
Interaction Decisions 3.9 email and casework features enable management of back-office workload using contact center simulation modeling to predict future staffing outcomes. Users can set timeframe defaults to help calculate scheduling over hours or days instead of shorter intervals – and account for peaks and valleys in staffing.
The methodology used includes “steady state staffing,” which calculates the least number of agents needed to handle a steady load of emails and casework. The result is a balanced plan that considers both service and occupancy goals.
Users will also benefit by being able to forecast and plan back-office email and casework assignments with improved accuracy.
Use detailed customer experience data to achieve transparency into customer behavior based on seasonal differences. This data can then be used to increase service levels and identify actionable strategies for hiring at each center.
Add up to 10 custom metrics, and import customer feedback data to get a week-over-week view of customer interaction scores – and determine forecasting and training needs.
What’s more, additional data in reports helps support better business decisions and meet requests for specialized reporting.
By developing a service strategy that staffs exactly to contact center demand, you ensure consistent service quality as well as operational and financial efficiency. An optimized plan outlines the agent capacity you need to achieve service level goals and reduces expenses.
Accurately predict the required number of customer service agents necessary – by week, month, or multiple years. This accounts for improved:
Interaction Decisions' “just-in-time” hiring and overtime algorithms make sure agents are available exactly when they are needed. Supervisors will know precisely when, where, and how many agents to hire. This accounts for:
Vacation, breaks, training, and overtime/undertime can be used to fill gaps in the overall staffing strategy.
Request a live demo of Interaction Decisions
Part1: Capacity Planning for Backoffice Part2: Learning to Share Part3: Contact Center Metrics Part4: How to Improve Operation Efficiency Part 5: Regulations, Tornados, and Growth: How to manage the unexpected within your contact center networkPart 6: More Fun with Contact Center Metrics and Contact Center Planning: Efficiency and Customer SatisfactionPart 7: The Hidden Causes and Costs of an Inefficient Contact Center Operation and How Long Term Forecasts Drive Short Term Efficiencies
Executive Summary: How much staff do you need, and how do you know?Contact Center Enterprise Analytics: Advances in Decision Technologies Enable a Whole New Class of Contact Center AnalyticsContact Center Planning: Agility is KeyFinding Costs Hidden in Your Contact Center Plans
A Practical Guide to Customer Experience, Trends, and Staff PlanningA Practical Guide to Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
Interaction DecisionsInteraction Decisions Strategic Planning Cloud
Executive Summary How much staff do you need, and how do you know?
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