Phones ringing, people talking, keyboards clattering – in a bustling call center, communicating to busy staff is a challenge.
They’re engaged in customer conversations so can’t be spoken to, and they’re busy using call software or CRM systems so already have cluttered computer screens. Call volumes are high and interruptions expensive.
But there will be times when important messages need to get through – and get read. System outages, product unavailability,
emergency notifications, special promotions – all impact on staff’s ability to handle customer calls.
Checking emails or visiting the intranet aren’t practical for call center communication. When staff need to spend time reading
long pieces of information, call waiting times increase and process efficiency is undermined.
In contact center management, the goal is to motivate employees and recognize excellence. The solution is powerful communications which are visual, engaging and memorable. That’s the ICS solution.