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Optimization Management
In a contact center, the administrator is responsible for observing the system running status, handling emergencies, and
improving customer satisfaction. How to perform these tasks easily and quickly is a question on the minds of all contact
centers. Undoubtedly, the answer is to deploy a pioneering contact center solution.
Already an outstanding vendor in the contact center industry, Huawei rolls out the eSpace Contact Center (CC) solution in
response to this demand.
This solution integrates a full range of operation and management (O&M) components. The most impressive one among
them is the Performance Optimization Management (POM). This component offers a portfolio of O&M capabilities, such as
voice call recording, agent's screen recording, real-time monitoring, real-time inspection, and post-event inspection. With
these capabilities, the POM helps contact centers to achieve the following goals:
Increased management efficiency
The POM intuitively displays O&M statistics on the web client for administrators to manage contact centers more
efficiently.
Reduced operating expense (OPEX)
The administrator monitors the live network in real time, properly adjusts the organizational structure based on the
system running status, and makes the optimal shift schedule to improve working efficiency and lower labor costs.
Improved customer satisfaction
The administrator takes monitoring and inspection measures to ensure the contact center's performance of the
highest call completion rate. In this case, incoming calls can be answered within the shortest time, improving customer
satisfaction.
Agent monitoring
The POM offers the agent monitoring map from which the
administrator can clearly view the status and service statistics of
agents. (Agents' status statistics cover all sorts of status, such
as logout, idle, answering, talking, busy, and resting. Agents'
service statistics include the number of login times, login
duration, number of inbound calls, total duration of inbound
calls, average duration of inbound calls, number of outbound
calls, total duration of outbound calls, average duration of
outbound calls, number of rest times, and rest duration.)
Alarm notification
The administrator can set thresholds for key performance
indicators (KPIs). When the value of a KPI exceeds the
threshold, the POM generates an alarm and sends
an alarm notification to the administrator. With this
function, the administrator is free from constantly
having to monitor the system at all times, and is able
to handle emergencies instantly.
Inspection System
As a bridge between customers and enterprises, the contact
center plays an increasingly important role in communication
between the two parties. A growing number of customers opt to
acquire or consult services from and make complaints to contact
centers. Against this backdrop, delivering satisfactory services
through contact centers has become the main focus of numerous
enterprises. To achieve this, the predominant task is to effectively
manage and supervise agents in contact centers and to improve
agents' service efficiency as well as quality.
With the POM, this task can be perfectly completed under the
support of the following functions:
Recording
Inspectors can retrieve and play back agents' call and screen
recordings so as to evaluate the service quality of agents.
To record agents' calls and screens, the POM uses Huawei-proprietary
Real-Time Inspection
Inspectors can supervise agents' work using several
measures, such as monitoring, listening for, barging into,
and intercepting active calls of agents, to ensure agents'
service quality.
Post-event Inspection
Inspectors can search for and play back agents' call and
screen recordings as well as score their service performance.