The Importance of Real-Time Reporting and Alerting in the CX Journey: An Interview with Kevin Schleising and Kris Hall

2Ring Dashboards & Wallboards Blog CX Five9 Real-Time Reporting

Given the speed at which things evolve today, businesses are investing heavily in technologies to stay competitive and High-quality support from contact centers often determines whether a customer stays or switches to a competitor. There are many technologies that help ensure the smooth operation of contact centres, but it’s crucial for them to choose both a suitable platform to build on and a reliable real-time reporting and alerting solution.

At the Babble CX Supercharge Event, Kevin Schlesing from 2Ring talked about how this worked at EverydayLoans in a discussion with Kris Hall from EverydayLoans and Melanie Mayfield from Babble.

Kevin Schleising (2Ring): Welcome, Kris. Could you start by telling us a bit about yourself and your role at EverydayLoans?

Kris Hall (EverydayLoans): Sure, Kevin. My name is Kris, and I manage the contact center for EverydayLoans. I’ve been with the company for seven years, and during that time, we’ve undergone significant transformations.

Kevin: Thanks. So, Kris, what was one of the main challenges you faced in your contact center?

Kris: I think we lacked the right technology to help us improve our service levels. When I started, we were using a basic PBX system and answering only about 50% of our calls, which was far from ideal customer service. So, we began looking for a new contact center platform.

Kevin: Can you walk us through your technology journey, from PBX to Five9?

Kris: We started with a pilot for dialer technology, but then COVID hit, and we had to migrate everyone from the PBX to our first contact center platform. When that platform reached its end of life, we had to go through another transition. With help from Melanie at Babble, we moved to Five9. With the new contact center platform & the integration with 2Ring, we now have the management information (MI) we need to identify areas for improvement. We’re able to operate more effectively across our branch-based business, and routing calls to available agents has been a game changer.

Kevin: From what you’ve told me in the past, it’s not an exaggeration to say that the migration to Five9 saved your business, is it?

Kris: Definitely, 100%.

Kevin: Beyond technology, what does the contact center mean to EverydayLoans in terms of customer service and processes?

Kris: The contact center platform allows us to flexibly move agents where they are needed and provides the MI to understand customer needs better. This has significantly improved our service quality.

Kevin: What made you choose Five9 and Babble as your partners?

Kris: We had many conversations with different vendors, but Babble stood out because Melanie already understood our business. Their approach was very organic, and we felt comfortable and confident with them.

Kevin: Melanie, why did Babble choose 2Ring, and how do 2Ring and Babble fit together in the CX world?

Melanie Mayfield (Babble): We found 2Ring to be the most flexible & adaptable solution that can integrate with any web-based CRM. It offers live alerts, customizable dashboards, and gamification, making it a true win-win for us. 2Ring are also so easy to deal with, so our partnership became a no-brainer.

Kevin: Kris, can you give us an overview of how 2Ring’s Dashboards & Wallboards has helped EverydayLoans?

Kris: Initially, we struggled to present data efficiently. 2Ring’s solution allowed us to design dashboards and share metrics across the business, even for remote workers. This real-time visibility has been invaluable.

Kevin: How is 2Ring’s solution used within your organization?

Kris: We use a mix of large-screen contact center views and smaller, dynamic ones for mobile devices. Everyone, from agents to supervisors, has access to the data they need. Also, the ability to send alerts to staff members who aren’t even working in the contact centre means we’re always on top of real-time performance.

Kevin: What’s next for EverydayLoans with 2Ring and Five9?

Kris: We have a strong relationship with 2Ring, and any issues are quickly resolved. For Five9, we’re looking to leverage AI to direct customers to the right specialists and integrate system-level data into our wallboards for better performance tracking.

Kevin: Thank you, Kris, for sharing your journey. It’s clear that real-time reporting and alerting have made a significant impact on EverydayLoans.

Kris: Thank you, Kevin. It’s been a pleasure working with 2Ring and Babble.

Real-time reporting and alerting have proven to be critical in the modern contact center environment. These technologies provide immediate visibility into operations, enabling swift responses to customer needs and optimizing processes. By adopting real-time reporting and alerting solutions, businesses can significantly improve their efficiency and customer satisfaction, ensuring they remain competitive in an ever-evolving landscape.

As demonstrated by EverydayLoans, the right technology and partnerships can lead to transformative results, making real-time reporting and alerting indispensable tools in the CX journey.