Cloud computing and VoIP technology eliminated geographic barriers for call centers long ago, and they now allow even small companies to hire remote staff. Call centers have capitalized on the cost savings of decentralized infrastructure that cloud call centers make possible.
But just because this new model has become business as usual doesn’t mean that it’s easy to manage. Up until recently, managing dispersed call centers meant inspecting the call queues for each geographic area to get a sense of hold times, call volume, and call priorities for each location.
To truly manage dispersed call centers, however, businesses need to be able to gain a comprehensive picture of that performance from a single dashboard. The more information that managers have at their fingertips, the better they’ll be able to prioritize, monitor, or divert calls.
Solutions like Evolve IP’s Queue Management Dashboard address this issue head-on by removing the geographic boundaries that so often stymie effective management. It delivers queue statistics and thresholds from all locations in real-time on one dashboard that’s accessible from any Internet-connected device.
As proof of the importance of an integrated approach to call center management, the Queue Management Dashboard recently won the Product of the Year Award from Customer Interaction Solutions, a TMC company. More details about the award can be found in our official press release. But what this recognition ultimately underscores is that the more the cloud allows us to spread out, the more important it becomes to monitor and coordinate your efforts.
About Rich Fox
At Evolve IP, I'm the Contact Center Director, which means I help organizations use cloud technology to provide enterprise class telephony, network, and security solutions. While my experiences vary from IT strategy to technology infrastructure and project management, I have a special talent for call center development. After so many diverse experiences, I can spot an organization that doesn't even know it's a contact center but needs to operate like one. For example, at PHH Mortgage I helped transform the sales division into a contact center. From concepts to workforce management to reporting, this approach helped our teams more effectively answer calls and increase revenue. We saved money just by getting the phone answered by the right person. When I'm not helping call centers optimize their performance, I'm either enjoying time with my family -- I have three kids -- or swimming laps, cycling, and running as I train for my next triathlon.
