The Context Centre

05May11

Avaya Aura Contact Centre has been released. The most impressive part is not the bits and bytes, but around the key messages that are embedded.

1. Immerse the Agent in the Experience

To me this means giving the people the right tools to do their job. Allow all resources to be available, web, CRM’s etc. in whatever form or mode of transport they choose, SMS, IM, Social, Call, Email etc. Giving power to the agents usually means a better experience for them. Gone are the days of the receiver to the chin.

2. Bring Full Context to every session

In Every Collaborative Session: Collect, grow, and leverage information about the end customer and their environment to improve the quality of every interaction. Working towards the next stage.

3. Orchestrate the Experience.

Proactively manage all interactions across all media and modes including agent assisted or automated including warm handoffs. I like how this helps people learn. Supervisors should coach and quality monitor, watch the channels, moderate. This new approach focuses on making the agents experience a positive one.

4. Manage, learn and apply.

Closed loop process for leveraging historic and real time insights to manage operations and continuously adapt. Meaning bring a black belt level of quality control to the table.

This is where it can get interesting. The quality management process that a call centre faces can be troublesome. Technology and people, and turnover can lead to questionable training and learning mechanisms. So here’s a problem solver.

Avaya WFO (Workforce Optimization) records, reports and allows you insight into quality management. Find out what problems customers are facing right now, and manage scripts and training to combat it. The world is now real time, it should be managed in real time. Explore Avaya Aura Contact Centre, WFO and Social Media Manager to get the most out of your Multi Media Contact Centre.

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