The most important thing to do in order to improve your management in every way, regardless of the communication channel you are using, is to have the proper tools, in real time and WEB, to plan, measure, control, monitor, and export data, in order to audit your operation. Here you can find them.
DragonData ETL - Extract, Transform and Load Data
Fully optimize the time that your technical staff has to devote to organize, reformat, clean, and normalize the data you receives from their various customers or data sources, generating automated processes that can be used not only once but many times over.
Get a module that allows you to generate specialized reports from the use or creation of cubes.
Workforce Management WFM
With this utility integrated in the platform, you are provided with management control for the web of shifts assigned to agents, allowing you to assess the results against the campaign planning. It has modules for allocating agents, control schedules, adherence consultation, and productivity.
Implementation of IVR's
Count on an excellent graphical tool for creating and editing all kinds of IVR's, in real time, which generates considerable time savings for your technical staff and creates independence between the operation and its technology area, giving your operation the opportunity to make rapid adjustments in a secure way.
Auditing of Agents
Perform management audit activities directly through the platform and generate the respective reports and results with the frequency with which your operation requires, maintaining traceability in your database.
Assign agents in real-time
Let your coordinator make real-time changes and adjustments in the distribution of agents in the various campaigns, without causing downtime for your agents and while instantly increasing productivity and service levels.