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Article : Maintain Productivity Even When Reducing Staff

#contactcenterworld, @c4auk

Many big name brands have been closing their doors, Debenhams, Select, HMV, Toys ‘R’ Us UK, Maplin are amongst them. This raises the question, what can an organisation do to survive when faced with a situation where they need to urgently save resources, but still provide a good service?

To save money, companies will begin to reduce their level of staffing, usually the last members employed will be among the first to go, meaning it can be difficult for remaining employees to handle the demand of the workload. This can lower morale and productivity further, affecting the survival of the organisation.

By laying off members of staff, the organisation can reinvest the money that they have saved on wages, this can be used to pay suppliers and procure solutions that will help bridge their staffing gap. This can include web chat software, which can be acquired on a monthly subscription, so if the worst case scenario was to happen, the company can cancel their agreement and only pay for what they have used, rather than be tied in and having to pay upfront.

How does Web Chat Software Increase Productivity?

Web chat allows several users to be logged into the system at the same time, which can be scaled up or down to reflect your staffing levels. Each available operator can take multiple chats, as each visitor will have different requirements and typing speeds, allowing a representative to be composing a response to one whilst the other is writing their message.

Where an organisation may have needed 30 representatives to answer phone and email enquiries as they could only handle one at a time, the company may now be able to reduce their staff to 10 operators handling chat enquiries, as on average a user can handle 3 chats at any one time. This is potentially 20 salaries that can be reinvested.

Operators can increase their productivity by speeding up their chat responses; this is achievable in a couple of ways. Firstly some solutions will show the visitor typing in real time; therefore representatives can start to gain an idea what the enquiry regards and begin to form how they are going to respond. Web chat systems can also provide a library of answers that have been agreed by management and are accessible to the operator during chat, providing them with a full reply or one that they can tailor to fit the question. By having quicker response rates, an operator can reduce the amount of time they are in that chat for, allowing them to handle a new enquiry sooner.

It can also increase productivity if the visitor is speaking to the correct department/representative, rather than being transferred. Web chat can be set up to direct the visitor to the relevant department either automatically with the chat button on a certain page assigned to a specific team, or with a selector on the pre-chat form where the visitor can choose who they want to speak with. This increases the chance of the enquiry being answered first time and reduces involving multiple operators.

Web chat can be implemented at any time to increase productivity whilst helping to save resources and reinvest into the company. 

#contactcenterworld, @c4auk

About Click4Assistance:
Company LogoEstablished in the UK at the inception of the live chat concept, Click4Assistance was one of the first, ground-breaking providers to introduce live chat software for websites. For more than 10 years we have been successfully providing a complete live chat software solution for SME and corporate organisations.
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Published: Monday, September 2, 2019

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2020 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

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