MITEL 6110 CONTACT CENTRE MANAGEMENT
The cost of deploying sophisticated contact centre management solutions is a barrier for contact centres, regardless of their size. Customers, both internal and external, expect agents to be responsive and will accept nothing less than the highest quality of service.
As a result, contact centres require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact centre performance.
Effective contact centre management means having the right resources in the right place at the right times to handle an accurately forecast workload at service level with quality.
To determine the right balance between the agents scheduled and the service provided to customers, you need a systematic planning and management strategy - and the right management information system (MIS) software package.
Mitel® 6110 Contact Centre Management provides a comprehensive browser-based application set for real-time monitoring, historical reporting and forecasting across all contact centre media: voice, email, web chat and fax. Sophisticated real-time monitoring for tracking agent and queue statistics from the single agent level to centre-wide activities enable your supervisors to see the big picture as well as the smaller details of contact centre performance. Advanced reporting capabilities allow you to review, analyze and forecast contact centre performance.
