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Contact Center Management

Contact center managers handle a diverse set of requirements and challenges. They are tasked to balance factors such as cost, efficiency, staff morale and attrition, call quality, customer satisfaction and revenue. Research suggests that:

Managing an increasingly distributed workforce that support a mix of channels (such as email, voice, chat and social media) only adds to the complexity of this challenge. Contact center management must identify and implement the right tools and technology to support this effort.

VoltDelta’s DeltaACD Contact OnDemand Solution enables managers with the tools necessary to excel beyond the challenges of delivering multi-channel contact center services over a dispersed geographic territory.

Centralized view of distributed agents
Contact center managers have the ability to manage remote or home-based agents or outsourced support more effectively with DeltaACD. Supervisors can assign responsibilities, dynamically manage traffic and oversee results.

Granular controls and real-time reporting features include:

Empowering agent productivity
VoltDelta’s DeltaACD provides contact center or home-based agents with a rich telephony and multi-channel desktop environment based on standard web services browser support. Little training is required with the intuitive agent interface. Agents simply sign onto the system through a secure HTTPS logon page, providing contact center security. Once authenticated, a browser page is downloaded, providing soft phone functionality. Agent’s multi-channel graphical desktop enable them to provide superior contact center services with:

Training and Retaining Agents
DeltaACD provides managers with tools to improve job satisfaction:

Contact VoltDelta to learn more about how our solutions help contact center managers improve agent productivity and increase contact center security or schedule a live online demo today!

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