The Impacts on Operations and Company Growth

Columbus, OH -- (ReleaseWire) -- 02/05/2015 -- Through real-time reporting, call centers can gain a deeper insight through real-time, personalized dashboards and reporting. The ability of call centers to identify issues, train agents effectively, and to optimize performance is greatly damaged when they do not have access to real-time analytics illustrating current performance. So what are the consequences of getting call center analytics even a day late?

The Inability to Monitor Agent Performance and Train Effectively

When receiving agent data weeks, days, or even hours later, call centers can't proactively identify inefficiencies an optimize agent performance. Training is always an ongoing process, but when managers are unable to pinpoint performance issues immediately, agents will continue making the same mistakes until notified. Furthermore, by immediately notifying agents of performance mistakes, such actions will be fresh in their mind to be able to effectively adjust their performance.

The Inability to Identify Issues in a Timely Manner

If your call center is not performing well, managers will find out too late, even if just hours late. As calls continue pouring in, call center inefficiencies will continue to accumulate, effecting not only agents, but also the customer experience. By not acting quickly to operation issues, this increases the chances of unsatisfied customers and a loss of potential business.

Agents Lack Vital Information

It isn't just management that benefits from real-time reporting. Having vital information easily accessible for agents is important to respond instantly to customer questions and demands. Not only will the agent inability to answer questions in a timely manner impact customer satisfaction, but agent performance will decline and this sets the atmosphere for disgruntled employees

Customer service, whether it be over the phone, through email, SMS, or in a store, it vital to company growth. Companies should jump at any chance to improve their customer service and to improve operations.

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Provide the Best Customer Experience

Columbus, OH -- (ReleaseWire) -- 01/27/2015 -- As call center technology grows in abilities, more call centers are adopting skill based routing, and for good cause. Through skill based routing, call centers can optimize operations by directing traffic towards the best equipped agent, rather than simply the first available one. In essence, this call assignment strategy is designed to improve the customer experience by directing them immediately to the most suitable agent based on the customer's inquiry.

Why Should Call Centers Adopt Skill Based Routing?

To Decrease Call Handling Times and to Increase First Call Resolutions

As companies and their call centers expand, agents must deal with a variety of call types and customer inquiries. By immediately connecting a customer to a qualified agent, the need to transfer customers or place them on hold drastically decreases. One of the top reasons companies lose a customer is due to customer service failing to solve a problem in a timely manner. By cutting to the chase and getting to the best equipped agent, first call resolutions increase. Skill based routing can certainly improve the amount of customers getting immediate resolutions.

To Increase Agent Productivity

When call centers simply route to the first available agent, whether or not they are knowledgeable to deal with the customer issue, often times they get stuck in a vicious cycle of transfers and holds. By routing accordingly, agents will be able to optimize their time and increase productivity by answering and resolving more calls, rather than waiting around while customers get frustrated on hold.

To Increase Customer Satisfaction

When a customer has their issue resolved on the first try by the first agent they speak to, they are happy about it! No one likes being placed on hold or repeatedly transferred, so making the customer experience a good one is vital. Customers want to speak with an agent rather quickly, but even more important, they want to speak with an agent that is knowledgeable and able to effectively answer their inquiry. What is the point of calling customer service if they can't answer your question?

To Increase Revenue

By all these areas being optimized and operations improving, revenue goes up. Not only are customers staying, but they will continue business with a company that provides a superior customer experience.

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Available, Away, Busy? Route Accordingly!

Columbus, OH -- (ReleaseWire) -- 01/12/2015 -- Not only are call centers here to stay, but they continue to grow. Especially since technology allows agents to work remotely, it has become even more critical for managers and call center operators to be able to keep track and monitor agents. With Bolder Thinking's agent state control, call centers can now manage agents by taking them offline or by changing their state as needed. How does this ability truly effect the performance of a call center?

Essential for Call Routing

In order to route calls effectively, the system needs to know which agents are actually available to take a call. For instance, if an agent temporarily leaves (whether for lunch, a restroom break, or any reason), they can change their status to "away" so calls will not be routed to them. In essence, this decreases wait times and re-routing, which we all know can frustrate customers! Furthermore, supervisors can also change agent states if situations arise for their need to do so. This ability is essential for call routing.

Entire Team is Always Informed

Another benefit of agent state control is that the entire team will be informed about what everyone else is doing. Not only is this information reported in real-time, but call centers can access historical information on agent states to determine work performance or to calculate working hours. The team will know who is active, inactive, not currently working, and if people are available for transfers or questions. This allows for effective collaboration between agents and supervisors, and remote and non-remote team members.

Even Remote Agents Can Be Tracked and Accounted For

With over three million Americans working remotely, a general concern is being able to manage agents when a huge portion of them are remote. With this technology, call centers will know when remote agents are available, away, or not even signed in. In the scenario where a remote agent is listed as available but is not actually answering calls, managers can change their state to offline and contact them to determine if there is an issue and the reason behind the absence. With this technology, there is just as much accountability for remote agents as there are for ones working in an office.

To sign up for a demo or to receive your first month for free, please click here!

For more information about Bolder Thinking, please visit our website at http://www.bolderthinking.com or call us at 888-677-8730.

About Bolder Thinking
Bolder Thinking specializes in call center software and offers a dynamically scalable software suite that is fully hosted in the cloud.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Quality Assurance by Listening-In

Columbus, OH -- (ReleaseWire) -- 01/05/2015 -- With Bolder Thinking's top of the line call center technology, call centers can now live-monitor all calls, anywhere and anytime. With this ability you can listen-in, train accordingly, and improve quality.

Listen-In

With live-call monitoring, managers can now literally "listen-in" on all agent calls with the click of a button. They can monitor, coach, or even barge into customer calls in order to provide a positive customer experience. This provides an in-depth understanding of how individual agents are performing and how they can improve their performance. And in certain scenarios, when calls are turning sour, managers can smoothly "barge" into calls and take over, all without disrupting the conversation with the customer.

Train Agents Effectively

By listening in and monitoring agent performance, centers can focus on strengths and weaknesses of individual agents and then train them accordingly. By listening and recording calls, agents can hear and interpret their performance and managers can provide beneficial feedback, all in order to improve performance and service.

Provide the Quality Customers Deserve

By listening and training agents effectively, centers can provide superior service to their customers and make sure that every call counts and no customer is walking away.

To sign up for a demo or to receive your first month for free, please click here!

For more information about Bolder Thinking, please visit bolderthinking.com

About Bolder Thinking
Bolder Thinking specializes in call center software and offers a dynamically scalable software suite that is fully hosted in the cloud.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Columbus, OH -- (ReleaseWire) -- 12/18/2014 -- With real-time reporting call centers will be continuously updated on the status of all agents, queues, and be able to track the percentage of first call resolutions. With Bolder's Real-Time Dashboard, make call center decisions based on a clear understanding of what is happening in the center and when it is happening.

Why are Real-Time Analytics Important?

Real-time analytics allow centers to optimize operations and their workforce by driving call traffic towards the best equipped agents. By understanding and recognizing skills and weaknesses of individual agents, centers can route calls accordingly and nurture top performers while offering guidance to others. By being in real-time, managers can improve employee performance and help them deliver consistent and superior service to all customers.

By routing calls to the best equipped agent, optimizing operations, and keeping track of first call resolutions, companies can drive call center quality assurance and make the center perform at its peak.

For more information about Bolder Thinking's call center software, please visit www.bolderthinking.com.

If you would like to receive a demo or sign up for your first month for free, please click here!

About Bolder Thinking
Bolder Thinking specializes in call center software and offers a dynamically scalable software suite that is fully hosted in the cloud.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Easily support virtual operations for a distributed workforce.

Columbus, OH -- (ReleaseWire) -- 12/08/2014 -- With Bolder Thinking Call Center Software, companies will increase productivity by enabling agents to work anywhere and anytime. With this software suite, as long as there is an internet connection, agents will be able to receive calls.

How Does it Work?

By operating in the cloud, calls are routed to individual agent user ID's rather than to a particular phone or location, thereby allowing agents to always connect (whether it be at an office, at home, or anywhere else). With these capabilities, businesses no longer need separate teams to deal with agent transfers, changes, or additional agents; saving companies both time and money.

What are the Benefits?

Since everything is accessible within the cloud, this software immediately allows companies to become dynamically scalable so they can add agents, queues, and interfaces simply and as often as needed. Call centers can now manage changes in call volumes by a simple click so busy seasons, as well as off seasons, are easily manageable and no customer will be ignored.

About Bolder Thinking
Bolder Thinking is now offering new customers their first month for free, so please sign up here!

For more information, please visit Bolder Thinking or contact us a 888-677-8730.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

We Give You the Tools and Capabilities to Increase Your Customer Engagement and Enhance the Consumer Experience

Columbus, OH -- (ReleaseWire) -- 05/20/2014 -- This vital feature offered with Bolder Thinking's Contact Center Software enables contact center supervisors to focus on the daily performance management of their contact center. Through the Supervisor Workspace you will be able to monitor agent performance, receive real-time metrics for analysis, and coach agents to be effective and efficient.

Real Time Dashboards

-View overall contact center performance in near real-time through key metrics tailored to your contact center.
-Identify agent staffing levels grouped by queues, skills, and state (ready, busy, not ready, etc.)
-Interactive navigation of the dashboard allows for "slice n' dice" views of agents and calls.
-Ability to remotely change the state of an agent.
-Find individual agents and identify their current state as well as their skill/queue configuration.
-On-the-fly skill changes for agents, preventing the need for logout/login to apply new skills.

Recordings

-Search, retrieve, and playback contact center audio recordings by user, date/time, queue, recording type and others.
-View call details associated with call recordings.
-Download mp3 file audio recordings.

Monitor, Coach, Barge (MCB)

-Monitor allows a supervisor to listen in on an agent's call in a way that neither the agent nor the remote party are aware of the monitoring session.
-Coach provides the supervisor the option to escalate a monitor session to "coach" the agent by speaking on the three-party phone call in a way that allows only the agent to hear the supervisor. The remote party is unable to hear the supervisor in this situation.
-Barge allows the supervisor to escalate a monitor or coach session to a "barge" session in which they effectively place themselves in the conversation, joining in a three-way-conference where all parties can hear each other.

Bolder Thinking's Contact Center Software and Supervisor Workspace not only helps train agents to be the most effective and efficient, but it provides the metrics necessary to determine where agent performance is meeting goals or where there needs to be improvement. The Supervisor Workplace is the perfect quality assurance and performance management tool.

About Bolder Thinking
Bolder Thinking, http://www.Bolderthinking.com, is a leading provider of Contact Center Software and of SOS, the "click to call" implementation for business sites. Our online services focus on enhancing customer engagement and business to consumer communications.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm