Ensure continuous growth by effective staffing
The performance of an organization depends upon the performance of its employees. Proper staffing ensures not only higher performance by placing the right person on the right job, but also gains valuable competitive advantage. Workforce Software from CloudTalk helps you scale your team according to current business needs by adding and managing agents from all over the world. No need to invest in phone hardware or work with IT experts. All you need is your internet browsers.
Forecast the trends and optimize workload
Forecasting the future trends is the foundation of Contact Center Workforce Software. By monitoring and analyzing the most important customers’ touchpoints, including historical call volumes, call arrival patterns, average handling time, and even emotional analytics you are able to predict future customer interaction.
Based on the data collected by your forecasts, you should have all the information you need to determine which shifts and hours will need coverage. Forecasting workload helps contact center managers with their long-term strategic planning in terms of budgeting and recruiting.
Create maximum added value for callers by optimized working hours
Create an effective work schedule with CloudTalk’s Workforce Software by adding the flexibility to customize your team’s working hours as you need and allowing your center to handle more customer calls.
Use CloudTalk to route any calls coming to your PBX outside of your business hours. For example, you can add an automated customized greeting, or decide that calls will be redirected to another phone number, and go into voicemail.
Track your contact center performance with real-time analytics
Have all your key metrics right at your fingertips. In a user-friendly and intuitive CloudTalk interface, all available metrics are displayed in a separate Real-time Wallboard tab. Gain insights into average waiting times, the number of calls in the queue, average abandoned call rate, active calls, and even more.
These metrics help managers make key decisions in real-time and increase call center efficiency and customer satisfaction.
Here is our answer. Try the software from CloudTalk and find your own.