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Command Centre

Command Centre. Three Examples of World-Class OK, maybe two…. The Operations Support Centre (OSC). Bank Industry Workforce Management Intraday Changes Daily reporting target versus actual System Support Telephony Desktop System Performance Reporting Support Supervisory

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Command Centre

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  1. Command Centre Three Examples of World-Class OK, maybe two…

  2. The Operations Support Centre (OSC) • Bank Industry • Workforce Management • Intraday Changes • Daily reporting target versus actual • System Support • Telephony • Desktop • System Performance • Reporting Support • Supervisory • Agent (web enabled) • Training Support

  3. Daily Report Customer- Customer Satisfaction Profitability- Expense Control Associate- Empowerment Associate Support Centre (ASC) • Telecommunications • Workforce Management • Manage Intraday Changes in Workforce (Real time) • Weekly Trend Predictions / Training / Meetings • System Support • Telephony • Desktop • System Performance • Associate Support • Empowered Escalations • Desktop / Tools Support

  4. NOT the Command Centre (NCC) • Any Industry • Constructed Reports for Upper Management • System Excuses • Don’t know • Only happening to you • User error • User Case Study: “The Pit” • Manual Call Processing • “I caught you” • You know when the phone’s going to ring… • Training Support • What’s That?!

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