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 understanding 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

ISP Carrier Selection

IT Technology

Activity happens so fast in a contact center that days fly by. While it might seem that you implemented a CRM just yesterday, it’s more probable that it is time to consider upgrading. Contact centers ebb and flow. Many start small and soon outgrow applications. It is vital to the center's effectiveness to take an annual assessment of the software applications.

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SaaS Review

ISP Carrier Selection

IT Technology

Software as a Service (SaaS) is the next generation of software, and its delivery, pricing, and management are what make it so exciting for contact centers. SaaS is software licensing delivered via the internet on a monthly subscription. Contacts can use SaaS phone systems, eliminating the need for a premise-based switch.

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ISP Carrier Selection

The bottom line is that the fewer “hops,” the higher the line quality. A contact center's primary function is to make and take phone calls, which requires phone service. The phone service and phone system are the center's backbone. You want the highest audio quality available. Customers will not tolerate poor audio quality today.

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DISASTER SITUATIONS

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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Seasonal Growth

Disaster Planning

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

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Natural Disasters

Disaster Planning

Natural Disasters

When the contact center is down, business stops, revenue stops, and customers 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 involves a second location where call traffic can be transferred 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 aligns with 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 boost your ROI to eliminate time shrinkage using technology.

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Workforce Management

It is incredible how many organizations still use a manual approach to workforce management. This results in spending too much time and effort 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, and desktops: resolution time, percentage of issues resolved by staff, percentage of issues resolved by the help desk.

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Client Data Management

Simplifying your CRM/ERM requirements and choosing a solution will speed up implementation and allow you to enjoy the CRM more quickly. 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 perform more than one business function. Being clear on the business functions and customer expectations will make decisions easier.

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