CX Today recently spoke with Martin Green, a contact center operations manager at the Whistl Group, to get a behind-the-scenes look at his typical workday. As a long-time user of the MaxContact platform, Martin shared insights into how he and his team leverage the omnichannel capabilities and scripting tools to deliver exceptional customer experiences.
Martin starts his mornings much like many of us – with a cup of tea and a review of his calendar. “I’m not the most organised person, so I need that structure to get me going,” he admits. After his morning tea, Martin checks his to-do list and calendar to plan out his priorities for the day ahead.
A key part of Martin’s routine is the daily team meeting. “We have a regular meeting in the morning to catch up on what’s been happening and get aligned on the plan for the day,” he explains. This meeting allows Martin and his team to get on the same page and identify any pressing issues that need to be addressed.
When it comes to the technology powering Whistl’s contact center, Martin says they utilise a wide variety of tools and platforms.
“We’ve got a variety of clients, so we’re on different systems – Teams, email, old-fashioned phones, you name it. We use whatever our clients prefer to communicate with.”
A big part of Martin’s day is spent reviewing the performance data and reporting from MaxContact. “The first thing I do is log in and check the wallboards – we’ve got around 20 of them set up that give us visibility into key metrics like speed of answer, call volumes, and more.” This data is crucial for Martin and his team to understand how they’re performing and identify any areas that need attention.
But the MaxContact platform does more than just provide reporting – it also powers Whistl’s sophisticated scripting capabilities. “The scripting tool is a game-changer for us,” Martin enthuses. “When a call comes in, it pops up a script that guides the agent through the interaction, capturing key details and directing them to the right information or next steps.” This ensures consistency and quality, while also giving Martin and his team granular visibility into customer interactions.
“We can see exactly what buttons the agent clicked, what information they gathered – it gives us such valuable insight. We can then use that data to identify trends and provide feedback to our clients. For example, if we notice a lot of calls about a certain product issue, we can relay that back to the client so they can address it.”
Martin says this level of visibility and control is crucial, especially when dealing with unexpected situations or changes. “Things can change so quickly – a venue issue, a shipping delay, whatever it might be. With MaxContact, we can make updates to the IVR or scripts in real-time to make sure our agents are equipped to handle those situations effectively.”
When asked about the biggest challenges he faces, Martin points to keeping his agents up-to-date and managing unexpected spikes in call volume. “The scripting tool really helps with the knowledge retention piece, but dealing with those sudden volume increases can still be tricky. Luckily, MaxContact gives us the ability to quickly record messages for the IVR or update the scripts to provide customers with the information they need.”
Looking to the future, Martin is excited about the continued evolution of AI and automation in the contact center space. “I think we’ll see a lot more self-service capabilities, especially in e-commerce. But there will always be a need for that human touch, especially in more complex or sensitive situations.” He believes the key is leveraging AI and automation to enhance the agent experience and empower them to provide better service.
When asked about what advice he would give to someone just starting out in the contact center world, Martin said: “Always be learning and absorbing,” he says.
“This industry changes so quickly, you have to be adaptable and open to new ideas. And don’t underestimate the importance of empathy – that’s something that can’t be taught, but is so crucial for great customer service.”
Find out more about MaxContact here: Call Centre Software Evolved – MaxContact
For more on Whistl Contact Solutions, head to their website.
