Contact center agents today cannot consistently and effectively answer customer questions. The result is customer dissatisfaction and lost engagement opportunities for both sides. Agents want to provide good service and accurate answers, but routinely struggle to quickly and efficiently assemble relevant information to engage the customer. With data and information scattered across disparate systems and behind numerous tabs, buttons, and drop-down boxes – pulling together the right contextual information for an excellent engagement experience is like finding a needle in a haystack. There has to be a better way, and there is!
The EXALEAD OneCall solution is the answer! We’ve removed the complexity from the agent desktop, and replaced it with a crystal clear view of only the most relevant information needed for true customer-centric engagements. Companies now have a partner who deeply understands the critical necessity of retaining more customers and driving higher sales through simplified information access and utilization.
Let us show you the proven value of EXALEAD OneCall to increase bottom-line performance and accelerate long-term customer satisfaction.
EXALEAD OneCall Benefits…
Relevant information in context to agents
Simple, uncluttered information views
Precise and engaging agent answers
Higher service selling
Higher FCRs, Lower AHTs
A good agent experience allows a company to:
Increase the contact center’s productivity and consistency
Contextualize knowledge so that it can be tailored to a customer and interaction
Minimize agent training time
Reduce agent turnover
Getting The Customer Service Agent Experience Right Is Good For Business, Forrester Research, October 2011