Contact center managers operate in a high-paced, stressful environment. Perseverance and skill are required to deal with upset customers, frustrated agents, continuous staff turnover, management reporting demands, and other operational and human resource issues. Motivating team members to higher levels of performance in times of dwindling budgets and high customer expectations is a huge challenge managers must overcome.
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, 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!
A Tool for Transforming the Game - It's About Time!
EXALEAD OneCall is the solution! We’ve removed the complexity from the agent desktop, and replaced it with a real-time 360-degree view of only the most relevant information needed for true customer-centric engagements.
EXALEAD understands that engaged and productive agents are the cornerstone for delivering excellent customer service. Our Agent Desktop solution transforms the way agents work, empowering them with simple-to-use, yet highly-effective tools to succeed in selling and servicing like never before. With more motivated, engaged, and productive agents on-hand, managers can spend more time on important training, coaching, and other management activities.
EXALEAD OneCall offers managers a number of operational tools, including,
Single screen viewing of team and agent activities
Real-time operational dashboards and analytics
Workload balancing and optimization
Consolidated KPI and trend reporting
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