The management teams for events such as music festivals, political rallies or professional sports require visibility and tracking of scheduled activities, issue or trouble tickets, and available human resources to assign work. Communication solutions are required but more importantly presence and availability is the key to successful event management. These requirements are not unlike any other service organization. The challenge that most event management teams have is that they rarely own the venues where the events are held or, the venues are not capable of supporting the capital improvements required by most information systems.
One of the key components of unified communications and contact center solutions is the precise management and real-time tracking of human resource presence known as “status”. A user’s status dictates if a user can accept work. If a user is the best resource in the world for an activity but is not available why assign it to them for guaranteed failure of the activity? Assign the activity to another available resource that has most of the skills and will complete the activity on time with some coaching. Maybe it is not completed as fast as the best resource but completing the task on time is usually the most important in most cases. Combining mobile data and communication devices (smart phones or tablets) with unified communications and contact center solutions deployed in remote data centers would deliver a powerful interaction management and presence tracking system capable of rapid deployment into most event venues.
Empowering the event attendees with mobile applications to identify issues using GPS coordinates, QR Code placards, request descriptions takes an event management solution to the next level. With mobile enabled cross channel communications a concert goer spots a bathroom facility that requires attention, they scan a QR Code located next to the facility and check cleaning required. The cross channel mobile interaction is queued using advanced ACD assigning the appropriate skills. The ACD engine identifies the appropriate available resources and assigns the task. When the task is complete the worker indicates as such through their mobile device making them available for the next task. All of the handle time statistics for the interaction are tracked and available for event management.
Improving event management through mobile cross channel interactions is on channel.