Call Center Conundrum: The Future is Flexibility
The world of customer experience is at a crossroads. Particularly for call centers, COVID-19 has served as the inflection point...
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Call Handling Solutions
If an agent spends too much time in after-call work (ACW) or if they’re on a long call, use contact center automation to ask if they need help. If they don’t, remind them to wrap up and return to assisting customers.
Our call center solution integrates with your ACD to read and monitor agent state data – time spent in talk, hold, ACW, and call consult – all in real-time. If agents exceed the thresholds you set – they receive your custom alerts to return to call handling to ensure efficiency.
Agent State Analysis
Some agents may struggle and leave customers on hold for a long time while seeking help from other agents or spend too much time in ACW. It’s not as effective to provide feedback on these types of call handling patterns days or weeks afterwards. Instead, monitor and address current and aggregated data of all call handling states in real-time
Decrease Customer Hold Time
Hold time is a number one customer dissatisfier. You can monitor hold time and remind agents how long their customer is on hold and ask if they need help.
Move Agents through ACW Faster
If an agent spends too much time hiding out in ACW, then trigger a prompt to check if they need help. If they respond “no”, then remind them to wrap up and return to assisting customers.
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Call Center Conundrum: The Future is Flexibility - The world of customer experience is at a crossroads. Particularly for call centers, COVID-19 has served as the inflection point for change at breakneck speeds. A decade of aversion to evolve has now been seemingly reversed overnight as centers were forced to pivot to remote models for staff safety concerns, while ensuring continuity in a… 
Why We Need to Stop Saying the Call Center Is Dead - We have long heard the death of the call center is near, but are these claims actually valid? Articles dating back to 2000, and even as recently as last month, are singing the same tune; the call center is fading and being replaced with live chat, self-service and other communication channels - all of which… 
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