Collaboration is an important part of the functionality of the call center. Good collaboration comes from tools that more than one person can use at the same time to measure something. However, the best collaboration comes from tools are specialized for a specific use.
While Evernote, Trello, or Asana applications may be useful to call center teams to manage their overall progress and workloads on a team-wide or individual level, teams also need specialized solutions that address the needs of the individual's job or a particular critical function and can help them get it done faster.
What today’s call centers need for good collaboration and productivity are hyper-specialized software solutions from companies like TouchLogic that can address tasks and functions specific to the operation of a call center. For example, some uses for tools like this would be to help more than one user view and edit their order management initiatives in CRM or effectively manage an automated messaging outbound campaign. Many of these tools do not boast a wide range of features but are attractive because of how they can be adapted modified to help a team do their job better. In the end, these tools in conjunction with the use of general project management apps will be most effective in managing effective workplace collaboration in the digital age.
Today we’re going to discuss one such solution that is offered in Interactive Voice Response (IVR), and how it can improve the productivity and workplace collaboration in a modern call center.
TouchLogic’s Self-Serve platform lets you manage campaigns across all your sales channels. Our customers can set up as many automated voice, SMS, or email campaigns as they would like, and they are able to view and track them all through the Self-Serve solution.
Self-Serve lets you manage all aspects of your campaign, for example adjusting the concurrent rate of dialing or the maximum daily limit, current status, pausing and resuming campaigns and viewing real-time statistics of the campaign. The drop-down menu reveals another host of features that let you see details of campaign specifics such as the history of the campaign, current statistics, recently uploaded documents, test calls and customer number look up. A popular feature offered on the Self-Serve is the number lookup. If you ever wonder what the status of a call for a certain customer, you can check by typing in their phone number and seeing the status of the call.
These job-specific features are built for in-the-moment collaborative use to help teams manage their campaigns without getting too overwhelmed by the volume of calls or the number of customers to be reached. The statistics-viewing feature also lets you track the progress of your campaign in an easy way, helping teams quickly evaluate what is working and what isn’t without too much hassle.
Good collaboration starts with multiple people being able to view, comment and edit all these specifics together. With Self-Serve’s ability to host multiple accounts at the same time, this makes it a good choice for a collaboration solution for call centers.
Collaboration is key in the ability for call centers today to function properly. How do you achieve good collaboration in your call center? We would love to read your comments!