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Have a question about the OpsTel Services offerings or a specific question regarding Contact Center operations management industry best practices? (e.g. What key performance metrics should I be focused on?).

Operational Intelligence

Operational Intelligence or OI is defined as current/up to the moment information that can be presented to an individual or group audience that requires making near real-time decisions.

Automation

Repetitive tasks especially data entry in a Contact Center operation is common place. OpsTel Services workflow automation capability relieves individuals of this burden through a backend automation capability that mimics repetitive human tasks.

Innovation

By combining over 40 years of customer service experience and making use of industry leading technology capabilities OpsTel Services has delivered world class solutions.

OpsTel Poll

Optimization

What area within your operation poses the greatest opportunity for change?

Every month OpsTel Services will post a new poll question that is of interest to the Contact Center community. Once the polling period has ended the compiled results will be sent to everyone who participated. We will be soliciting new questions and will post the one with the most requests. If you would like to request a poll question or just want to be on the result's distribution, please send your request to poll@opstelservices.com.

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Tackling Issues with OpsTel Services

Many service operations, not just specific to the contact center business, face problems with information overload when it comes to operational performance, customer satisfaction, and financial related metrics. The problems are typically related to numerous reports and statistical indicators from multiple sources that do not provide a wholistic view of how the operation is running at any given time. This leads to chaotic situations of analysis and leadership teams constantly chasing the right report...

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