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The Importance of real time data in the Contact Centre

183:805954895 (Kevin Schleising) — Wed, 13 Nov 2019 17:41:06 GMT

React to your customers' need... When they need you to.

As both the Business to Consumer & Business to Business marketplace evolve all customers are looking for a quick, efficient & improved service. The ability to monitor and react to the performance of the customer contact centre is vital for organisations to meet the service expectations of potential new customers & existing customers alike.

2Ring Dashboard & Wallboards (DW) solutions offer organisations an accurate & flexible solution to allow the contact centre to align with your business priorities in real time and offer the best possible experience to your customers.

With 2Ring DW you can select over 250 KPI’s to monitor allowing you to manage resource allocation in line with the demand on your contact centre. This leads to a number of benefits, on top of enhancing your customers experience.

By setting & measuring realistic KPI’s your Contact centre staff have a live visual display of the team performance and of their own personal performance if desired. We see this boosting morale of the employees and drives engagement with business goals . It also gives contact centre managers the ability to react to the data shown, by re-assigning agents to busy queues for example, which leads to enhancements in productivity by having the right resource, in the right place, at the right time. The relevant people can be notified if any KPI’s exceed thresholds by visual, audible or email alerts. Happy staff, who are available when required, leads to a great service for customers.

It’s not just Call flow data that can be displayed on the DW solution, more of our client base are displaying Omnichannel KPI information for email & chat queues, sending messages in real time can be sent to the Wallboards ensuring staff are fully informed of the latest information, this can also be integrated into Cisco Finesse with the 2Ring Gadget solutions.

Measuring queues is one important metric to analyse when thinking about customer service. However, businesses these days are looking to display, in real time, what impact that the contact centre is having on the business itself.

Having a busy inbound queue responding to a marketing campaign and not having an increased number of opportunities in your CRM means that something’s not right & needs to be changed immediately, whilst the demand is great. 2Ring gives you the ability to display external information from CRM & ITSM applications on your Wallboards so you can measure the effectiveness of the call centre from an end to end perspective & not focus on just handling interactions quickly. With flexible working & the office anywhere ethos, we don’t just display our DW solution on large screens within the contact centre. We have the ability to display on PC screens, smart TV’s, tablets & smartphones allowing remote workers and managers to view live important data wherever they are .

2Ring allows you to build an unlimited number of views to be displayed on an unlimited number of devices . We’re increasingly working with our end users to utilise our technology in reception areas showing the latest corporate external messaging & in breakout rooms highlighting pertinent messaging for employees via the latest presentations or videos. We even have organisations showing the weather forecast on the wallboards enabling them to make decisions on where goods will leave their distribution centres ensuring deliveries don’t get held up by severe weather.

As mentioned earlier businesses & market places are evolving, at 2Ring we’ve ensured that our DW solution has, and will continue to evolve with you. Allowing you to run your business in the most efficient & effective way possible.

To see the power of the 2Ring DW solution and discuss how we can integrate real-time data to have positive impact on your business schedule a demo with your local 2Ring consultant here https://www.2ring.com/products/dashboards-wallboards-dw/schedule-demo/

Kevin Schleising – kevin.schleising@2ring.com – Tel : +44 7842 553492

Make the most of the season by following these simple guidelines

websitebuilder@1and1.de — Wed, 13 Nov 2019 17:33:37 GMT

The new season is a great reason to make and keep resolutions. Whether it’s eating well or cleaning out the garage, here are some tips for making and keeping resolutions.

Make a list

Lists are great ways to stay on track. Write down some big things you want to accomplish and some smaller things, too.

Check the list regularly

Don’t forget to check in and see how you’re doing. Just because you don’t achieve the big goals right away doesn’t mean you’re not making progress.

Reward yourself

When you succeed in achieving a goal, be it a big one or a small one, make sure to pat yourself on the back.

Think positively

Positive thinking is a major factor in success. So instead of mulling over things that didn’t go quite right, remind yourself of things that did.

Keep in touch with site visitors and boost loyalty

websitebuilder@1and1.de — Wed, 13 Nov 2019 17:33:37 GMT

There are so many good reasons to communicate with site visitors. Tell them about sales and new products or update them with tips and information.

Here are some reasons to make blogging part of your regular routine.

Blogging is an easy way to engage with site visitors

Writing a blog post is easy once you get the hang of it. Posts don’t need to be long or complicated. Just write about what you know and do your best to write well.

Show customers your personality

When you write a blog post, you can really let your personality shine through. This can be a great tool for showing your distinct personality.

Blogging is a terrific form of communication

Blogs are a great communication tool. They tend to be longer than social media posts, which gives you plenty of space for sharing insights, handy tips and more.

It’s a great way to support and boost SEO

Search engines like sites that regularly post fresh content and a blog is a great way of doing this. With relevant metadata for every post so search engines can find your content.

Drive traffic to your site

Every time you add a new post, people who have subscribed to it will have a reason to come back to your site. If the post is a good read, they’ll share it with others, bringing even more traffic!

Blogging is free

Maintaining a blog on your site is absolutely free. You can hire bloggers if you like or assign regularly blogging tasks to everyone in your company.

A natural way to build your brand

A blog is a wonderful way to build your brand’s distinct voice. Write about issues that are related to your industry and your customers.

Tips for writing great posts that increase your site traffic

websitebuilder@1and1.de — Wed, 13 Nov 2019 17:33:37 GMT

Write about something you know. If you don’t know much about a specific topic that will interest your readers, invite an expert to write about it.

Speak to your audience

You know your audience better than anyone else, so keep them in mind as you write your blog posts. Write about things they care about. If you have a company Facebook page, look here to find topics to write about

Take a few moments to plan your post

Once you have a great idea for a post, write the first draft. Some people like to start with the title and then work on the paragraphs. Other people like to start with subtitles and go from there. Choose the method that works for you.

Don’t forget to add images

Be sure to include a few high-quality images in your blog. Images break up the text and make it more readable. They can also convey emotions or ideas that are hard to put into words.

Edit carefully before posting

Once you’re happy with the text, put it aside for a day or two, and then re-read it. You’ll probably find a few things you want to add and a couple more that you want to remove. Have a friend or colleague look it over to make sure there are no mistakes. When your post is error-free, set it up in your blog and publish.