About this Blog

In the Business of Contact Centers blog, Transera offers a unique perspective on contact center practices, technology advances, market trends—in short everything that affects business outcomes in contact centers.

Browse by Tag

Follow Transera

The Business of Contact Centers

Current Articles | RSS Feed RSS Feed

Real-time Really Matters to Call Centers (Part 2)

This post was authored by guest blogger, Arnab Mishra.  Arnab is VP of Products and Solutions at Transera.

In part 1 of this series, I described the implications of real-time information on customer service organizations.  It turns out that companies successfully implementing a real-time customer service strategy have three things in common:

  1. A culture that views its customer service strategy not as a periodic business event or project, but rather as an on-going business process
  2. Investments in infrastructure that support the rapid creation, aggregation, and dissemination of data
  3. Implementation of systems that support the real-time implementation of business strategy in an intelligent, automated, and adaptable manner

I find it heartening to see companies engaging actively in the first two requirements through business process re-engineering and in continued investments in analytics and business intelligence technologies.  What I find generally missing though is the third component.  This problem is relatively acute in customer service organizations. 

Implementation of real-time business strategies in a call center typically requires that data be brought to bear at the moment a customer is being serviced.  This paradigm has been embraced in some self-service IVR applications where callers are provided specific prompting by the application based on a real-time view of their customer profile, history, and value.  Self-service IVR applications, however, at best represent one-third of inquiries entering a call center.  The vast majority of transactions require live agent assistance, and for these callers, no real-time data is being utilized to identify the agents who are best suited to handle their request accurately and efficiently.  This gap in agent-assisted interactions is where customer service organizations can take a leadership role in moving the enterprise to a real-time model. 

In part 3 of this series, I will discuss the required elements and potential benefits of moving a customer service organization to a real-time model.


This post was really helpful for me ! 
Posted @ Friday, March 22, 2013 9:02 AM by Bookmaker Services
Comments have been closed for this article.