Does your existing call center use the term “higher than normal call volume”? This is single most depressing and infuriating phrase ever uttered across a phone line. Your customer experience is crucial to your business survival.
Remote capabilities in the latest Cisco Contact Center solution allow Agents and Supervisors to work from anywhere. Meanwhile, Supervisors have monitoring, recording and screen capture capability. In-depth reporting provides clarity into customer service metrics in real-time or historically.
Cisco Contact Center integrates with most databases such as SalesForce. Incoming calls are cross-referenced with the customer database. Agents are then presented with a pop-up window of the caller and relevant information on their account before the call is answered.
Trunk usage studies and redundancy analysis can ensure customers are properly routed. In the event of network or carrier outage, calls can be rerouted to available agents while affect agents are brought back online.
Let Stewart Consulting help you define a new “normal” with your call center.
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