SmartContact Center is a revolutionary new communications solution that ensures every call is handled immediately and professionally – even my novice agents.
SmartContact Center’s secret is live agent coaching and support. Whenever an agent encounters a situation that she cannot resolve on her own, the agent has immediate access to live support from her supervisor or from a subject matter expert – without putting the caller on hold.
From their own desktop, at the touch of a button, supervisors can:
- Monitor agent-client conversations and view agent computer screens,,
- Coach agents by whispering instructions, which only the agent can hear,
- Take remote control of the agent’s computer to navigate to pertinent caller information,
- Intervene and speak directly with the caller to resolve difficult issues.
SmartContact Center helps achieve customer service excellence and delivers the following major benefits to the organization:
- Maximize customer retention
- Increase sales value and penetration
- Minimize agent attrition
- Reduce agent training time and costs
- Improve agent and supervisor efficiency and productivity
- Create and foster a co-operative culture
