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Supervisor Challenges
Chapter 4, Section 1
Report on Results
Routing Options
Workforce Optimization
Chapter 4, Section 2
Set
Goals
Capture
Data
Monitor
Activity
Analyze
Take Action Data
4
4
4
4
4
4
Avaya Vision
4Provide enterprise-wide reporting across all Avaya solutions
4Enable operational excellence with useful data that is actionable
4Facilitate integration with customer enterprise data
Customer Benefits
4Consistently manage all channels of communication in
the business
4Detect and respond to changing conditions
and trends
4Manage business with customer interaction data tied to
broader context
Chapter 4, Section 3
4
4
4
Chapter 4, Section 4
Expert Agent S
election
4
Chapter 4, Section 5
Speech
Analytics
eLearning
Coaching Scorecards
Workforce
Customer Improve Operations Management
Feedback In the Contact Center (Forecasting
Management and the Back Office & Scheduling +
Adherence)
Interaction
Quality
Recording
Monitoring and
Time Division Multiplexing/
Assessments
Voice over Internet Protocol
SIP
© 2009 Avaya Inc. All rights reserved. 40
Workforce Optimization Solutions
4 Speech Analytics
eLearning
4 Customer Feedback & Coaching
Speech Analytics
Customer Feedback
Customer Complaints
4Brings the root cause of key
business issues to the surface
–Continuously mines all calls Change policy
surfacing top drivers
–No need to predefine terms Technician didn’t show
or reprocess calls
–Non-categorized calls are Activity fees
used as a reference group
delivering true root cause for Wrong information
every category or search
results
Vendor §Vendor Failing to Ship Customer Welcome §Agents Clarify Timeline with Customers
Management Kit
Knowledge Check