As the first line of support for existing and prospective customers, Contact Centers are essential for meeting Service Level Agreements (SLAs), improving brand reputation, and increasing customer loyalty. ClickSoftware's cloud based solution for Contact Centers is an advanced shift planning and scheduling cloud product for even the most complex call centers. It forecasts demand by simulating the Computer Telephony Integration (CTI) process on call data for accurate planning of call types, times, duration, volumes, and customer information.
This intelligence is used in combination with SLAs, business rules, team availability, agent profiles and preferences, risk management, working time regulations, and union agreements to map the most favorable shift patterns and schedule for inbound, outbound, blended and multi-channel contact & call centers.
Optimize contact center productivity while reducing administrative effort.
Enable mobile self-management for employee shift preferences, automated shift swaps, training, and vacation.
Allow for faster and better informed decisions to be executed, integrated with field service management.
Reduce wait times by guaranteeing the right agents with the right skills are scheduled at the right time to meet customer demand.
Supports complex multi-lingual, multi-site, multi-media, and multi-skilled contact centers.
Reflect organizational objectives, processes, working rules, and regulations with ease to achieve a balanced schedule.
ClickSoftware enables us to additionally increase the efficiency of our clients Customer Service Management –particularly regarding service orders and the scheduling and dispatching of service engineers.
Mr. Schirrman, Vice President, Bosch Communication Center
ClickRoster is strategic to Beeper's future; it has helped the business reduce costs, improve productivity and increase visibility into performance. I would certainly recommend ClickRoster to any company that prides itself on robust service level agreements and excellent call centre services.
Maya Holander-Yogev, Customer Services Director
Once we implemented Click, I know everything…Based on that data, I have made a lot of decisions that have driven a better customer experience.
Josh Houser, VP Service and Inside Sales, Vivint
Service revenue has been the top item on the agenda of Chief Service Officers (CSOs) polled by Aberdeen during the past year. Learn how to increase your company's service revenue.Enterprise Mobility
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