Technology Infrastructure

Infrastructure Support and Compliance

Properly aligned IT infrastructure is key to scalability throughout any organization and is essential for daily business operations. All contact center roles can gain insight and possible career growth by having a basic understanding of this vital environment within their organization. NACSMA’s site support topics include resources for all the layers of Site IT Infrastructure, its setup and management, physical and virtual agent tools, and special situations. Regulatory compliance is a fundamental role of IT Operations, and the following resources provide an overview of standard practices for current compliance protocol in the contact center community.

INFRASTRUCTURE DEVELOPMENT

IT Technology

Activity happens so fast in a contact center that days fly by. While it might seem that just yesterday you implemented a CRM, it’s more probable that it is already time to consider upgrading. Contact centers ebb and flow. Many start out small and soon outgrow applications. ore seamless workflow?

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SaaS Review

IT Technology

Software as a Service (SaaS) is the next generation of software and how it is delivered, priced and managed is what makes it so exciting for contact centers. It is software licensing that is delivered via the internet on a monthly subscription. Contacts can use a SaaS phone systems, eliminating the need for a premised based switch.

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ISP CARRIER

IT Technology

ISP CARRIER

Bottom line is the less “hops” the higher quality of the line. The main function of contact centers is to make and take phone calls and that requires phone service. The phone service and phone system are the backbone to the contact center. You want the highest audio quality available. Customers will not tolerate poor audio quality today.

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DISASTER SITUTIONS

Disaster Planning

Disaster Recovery and Continuity of Operations plans are like any insurance policy. You don’t see the benefits until you experience an event that triggers a claim. The goal is to have a DR and COOP plan to avoid ever having to use them. Being prepared for the worst provides a sense of security.

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Season Growth

Disaster Planning

A cloud based contact center platform is a manager’s dream with reports and data that go as far back as 12 months. A good forecast needs 12-18 months of historical data. Most contact center phone systems are limited and put mangers in the dark. There is no reason today for managers to be operating by the seat of their pants.

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Natural Disaster

Disaster Planning

Natural Disaster

When the contact center is down, business stops, revenue stops and customers who are not impacted by the disaster are frustrated. How do you keep your contact center going no matter what causes the outage? The best disaster recovery plan is a second location where call traffic can be transferred to immediately.

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CENTER TECHNOLOGY

Omni Channel

Workforce Management

Omni Channel

Omni-channel strategies are now essential for continued success and brand differentiation. Develop an Omni-channel strategy that syncs up to your customer service strategy.

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Payroll

Workforce Management

Omni Channel

Complete integration of the time clock, contact center platform and workforce management application will give your ROI the biggest boost to eliminate time shrinkage using technology.

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Workforce Management

It is amazing how many organizations still employ a manual approach to workforce management. The end product is too much time and effort spent managing staff for little return.

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Service Desk

Client Data Management

Workforce Management

Choose a ticketing system that makes it easy for IT to support Smartphones, tablets, laptops as well as desktops. Resolution time, percentage of issues resolved by staff, percentage of issues resolved by the help desk.

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Client Data Management

Simplify your CRM/ERM requirements and choosing a solution will get you faster through implementation and faster to enjoying the CRM. Choose a CRM application with expansion capabilities for long term growth.

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Traffic Data Analysis

Client Data Management

Today’s contact centers are typically blended since many contact centers perform more than one business function. Being clear on the business functions and customer expectations will make the decisions easier.

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