Analytics and Real-Time Dashboards
Making available information/data that gives the contact center’s manager a 360° view on the business/operational performance, requires high expertise. This unique expertise is available at comways and is granted to you along with affordable solutions and fast deployment, whether on premise or as cloud solution.
Comways approach starts from the definitions of the KPIs which are needed to measure your operation/business and accompanying you in the journey of discovering not only the how, but also which information is required and where it could be retrieved.
Our proven experience covers a wide range of data source systems commonly used in contact center environments, such as: ACD, IVR, Dialers, CRM, Quality, WFM and others, so we can speed the delivery of a solution which is fully tailored to your needs.
Comways designs and provides dashboards for real-time information and performance analyses which help your supervisors and agents to adapt their works and planning, so that the SLAs related to different channels will be met.
Work Force Management
We take Workforce Management process (WFM) to the next stage, which is Workforce Optimization and Motivation. Comways helps organizations to implement and integrate Workforce Management solution in order to optimize resources in terms of assignments and skills, to best match your customers’ expectations and delivering them a better contact experience.
WFM covers the ‘end-to-end’ process of forecasting the volume of customer contacts, using the forecasts to create agent schedules that will meet your service level requirements, assigning those schedules to agents and managing changes on an ongoing basis.
We turn WFM into a system, “fully connected” to your operations, taking a global approach to customer relationship management, performing customer satisfaction surveys, call recording and quality monitoring, training and coaching agents, and providing performance incentives.
Coaching is fundamental to your business. It is a key contributor to agents’ development and satisfaction; it is a proven method to reduce operating expenses and has significant impact on customer perception and retention. Acknowledging those fundamentals, Comways has introduced a system and methods that help you structure and manage the coaching process in a holistic manner.
Comways helps contact center managers not only to improve agents’ performance but to ensure that the interactions with the customers are evaluated consistently so that fairness and objectivity is perceived to being applied by all the supervisors. Personalized goals are agreed, benchmarked and tracked to secure continuous improvement at every level.
Our solution helps you to analyze the performance in a practical way so that training needs can be identified at agent, team and contact center level. It allows you to follow if supervisors give positive and encouraging feedback, thus inspiring and motivating their agents.
With comways’ Case Manager, you get not only ready-to-use modules and rich connectors, but also a team with high degree of experience to support you at the solutions level, so that you can focus on your business growth.
High-quality customer experience is top priority of any customer centric organization but it is not always easy to achieve.
Many contact centers adopt solutions that require high degree of customization and integration, resulting in long time-to-market and missed ROI. A result that can be very frustrating for the organization and its executives as their digital transition becomes much longer and costly than planned.
From experience of more than 10 years in helping leading organizations across Europe, we know it doesn’t have to be this way. Trusted by leading European contact centers for our secured and effective delivery. The Case Manager was created to help our clients to deliver personalized and engaging
customer experiences without the burden of complex integration of multiple technologies.