Overview

Arena Contact Center is most effective when analyzing customer service delivered by an organizations call center.

Templates include: Basic Process; Advanced Process; Advanced Transfer, Blocks and Elements, and Contact Center (Contact Data and Script)

Examples of applications include:

• Understanding the impact of multiple types of contact (web, phone, fax) on the call center
• Analyzing the effect of call routing (scripts) prior to implementation
• Predicting the ROI of new technologies (such as routing systems) and capital investments
• Analyzing the strategic impact of virtual call centers, multi-site routing, skill-based routing
• Determining staffing requirements
  Financial planning relevant to budgetary issues and operating expenses

Who can use it?

Arena Contact Center can be used by call center managers, planners and analysts within a call center, consultants designing, configuring, or analyzing call centers, telecommunication systems engineers conducting capacity analysis, financial analysts responsible for call center budgets.