3 Ways to Drive Call Center Agent and Supervisor Productivity
GIVE AGENTS AND SUPERVISORS TOOLS FOR SUCCESS. MiContact delivers desktop productivity tools that enable agents and supervisors to make informed decisions and provide prompt service. Supervisors can see and manage who is available to answer calls and how queues are performing.
Agents can efficiently handle calls from their computer desktop – performing telephony actions using fewer steps, with reduced errors in call processing for an optimized customer experience.
PUT CUSTOMER INFORMATION AT YOUR AGENTS’ FINGER TIPS. The seamless integration with back office systems, such as customer relationship management (CRM), presents agents with critical customer data screen pops, enabling them to provide customers with the information they need, when they need it. This results in greater customer satisfaction and loyalty, as well as immediate and ongoing business success.
RESOLVE CUSTOMER INQUIRIES – THE FIRST TIME. The ability to unify communications provides agents with real-time availability and presence at the desktop. Agents can instantly locate, message, or conference in subject matter experts to obtain immediate answers. With customer profiling, intelligent contact routing, and enterprise presence, agents are able to answer customer inquiries in a single transaction.
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