This is an enewsletter copy of the Best Practices for Agent Desktops. Visit the Spectrum website or SlideShare for the full version.
Email – What we would ever do without it today. For those of us old enough to remember doing business without email we are very thankful for this communications method. In the past we would call in or wait until we arrive at the office to find out all of the good or bad news. When we received our stack of telephone messages or messages from the boss we did not know if this was urgent or just checking in.
Email over the years has changed and improved. Some of the changes are welcome, Emails to smartphones, and some of the changes, spam, are not so welcome. Fortunately we can quickly see what spam is and stop it from occurring. But there are emails that we need to see if the reasons for the message are relevant.
- Daily and Weekly Notifications with performance data
- Advanced Threshold alerts
- Subject line data
- Key people only for emails
The amount of data in the email is your decision. The layout of the data should be from most important, at the top, to least important at the bottom. The overall look of the email layout is your decision. It could also be based on if you are reading this email primarily on your smartphone.
The email alerts are a business decision. The objective is to be aware of conditions while you or other key people are away from the business. As a manager you are under constant pressure to improve the contact center. Yet you are required to attend remote meetings and can lose track of the status of the operations. Having threshold alerts sent to you allows you to remotely react quickly.
The importance of reacting is to be sure you are doing so only when the conditions are at the level that requires your intervention.
The email may also be a daily message showing you overall performance. But to you there is a single key item that you want to know about. That piece of data can be the subject line. The subject line could be Sales revenue for the day, call volume, tickets opened, total talk time or total abandoned calls. The choice of the subject line data is yours to make.
Emails should be sent to the people that will respond to them or need to be aware of the content of the email. Emails should not be sent just to give out information. If the receiving person is not going to do anything with the information they have received then they should not have the email sent to them.
Outsourcing companies at times send emails providing daily and / or weekly results of key statistics. What is nice about this approach is the email is coming directly from the reporting package software and is therefore real time, accurate and is sent out on time.
Emails can be very helpful to a dynamic call center. If your business has you mobile often then email notifications and alerts are a best practice to follow. Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to discuss best practices. For more examples of reporting visit our website and the products page. http://www.specorp.com/products
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VP Sales and Marketing
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