2. Operational & Quality
Challenges:
Modernising Your
Contact Centre

3. Call clarity and quality is something we take for granted on a day to day basis.
However, as times progress and technology gets sharper, we are being
subconsciously trained to expect higher quality from our technology.
Of course your operational efficiency is a key factor too. One must seek to
optimise the human operational side of the service by:
 Improving agent productivity
 Improving management processes
 Speeding up handling time
 Speeding up first contact resolution
 Using high-end technology processes to automate call statistics and
reports
 Reducing and simplifying IVR menu options
 Implementing skill based call routing
 Introducing skill based agent scheduling
Operational & Quality Challenges: Modernising
Your Contact Centre