REDUCE THE TOTAL COST OF CONTACT CENTER OWNERSHIP
The major outlays for a contact center are the staffing, software licenses and operating environment. There are four areas to target with specific measures, before you draw up a plan of action to reduce costs. Our asset management suite studies these areas giving you a view of:
After more than a decade focused on change and configuration management automation, Blackchair is helping companies deliver on DevOps strategies through the mastery of these types of business pressures on IT. Our vendor independent platform and services enable our customers to accelerate innovation, increase quality at lower cost, independent of Vendor, Cloud or Premise architectures.
Agent Capacity Management
The effective use of your agent base is not simply about making sure that the right amount of skills turn up for work according to your Workforce Management solution; or the understanding of call volume so that you can match up interactions with staff. The truth of the effectiveness of your contact center is held in the Gaps between all that data. An analogy can be likened to determining the most efficient route when driving to your destination. It’s not about the fuel or the car, it’s finding the best route by understanding class of road, traffic and so on. Same with the contact center resource pool. Do you understand how you are using them when demand arrives?
Software License Utilization and LOB distribution
Ensure that you only pay for the licenses that your organization actually requires. Spotlight Software Asset Management (SAM) will count usage of supported license features, according to rules specified by the vendors. SAM supports multiple licensing models. The standard license usage report covers the entire environment with peak reporting at the day level. If you are a Managed Service provider, or wish to cross charge internally, SAM will provide you the billing data that you need across multiple vendors.
Fungible Asset Utilization
Use the power of Spotlight to ensure that your contact center assets are actually being used efficiently. Track utilization of expensive endpoints so that the business can reassign unused work spaces.
Use of constrained knowledge workers and the business execution windows
Any effort to improve operational performance outside of addressing your constrained resources is an illusion. The Blackchair suite of services is an enabler to:
Recover the intellectual capital of your constrained resources, and let Blackchair automate the undifferentiated heavy lifting of change and configuration management. Remove the constraints in DevOps processes that slow down time to market and improve efficiency for business innovation. Help IT improve performance and efficiency through quality and continuous improvement, in order to accelerate time to market.