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If you have not already heard the term you will soon, as marketing and PR campaigns go
into over-drive at this years Call Centre Expo.
Billed as the new approach to running
the contact centre the NICE
SmartCenter™ aims to address the
entire range of contact centre issues –
from operational, such as service level
and handle time, to strategic issues,
including customer satisfaction and
first call resolution. This is a new
approach, as inherently solutions have
tended to focus on addressing just one
business issue.
But what is it?...
By leveraging the combined
capabilities of products like NICE
Perform, Performix and IEX TotalView,
SmartCenter is the methodology,
which can supposedly deliver a holistic
view of the contact centre, enabling
operations to gain a single view of their
business. Achieving this is possible with
information extracted from areas such
as; quality and performance
management, workforce optimisation,
compliance, coaching and feedback,
and interaction analytics, thereby
enabling SmartCenter to formulate an
overall view of a business.
By consolidating this information from
across the organisation, SmartCenter
enables the contact centre to quickly
identify insight from interactions,
delivering it to the right people at the
right time for better, more informed
decision-making.
So when we ask what all the fuss is
about, the answer is quite simple –
contact centres are under constant
pressure from both customers and
management to ‘raise their game’. It is
these methodologies that are key
enablers to achieving those ends;
intrinsically aligning the contact centre
with the business as a key contributor
to achieve its strategic goals.
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