AGENT EXPERIENCE
Great managers understand - for their staff to be successful, they need the right tools.
INBOUND COMMUNICATION
PRE-AUTHENTICATE
CARES identifies the customers while they wait in queue. Pre-Authenticating the caller saves the agent time by collecting information on the customer and prepopulating it to the agent.
SCREEN POP
The CARES Agent Desktop presents the Agent with both a real-time and historical view of the customer. The real-time and historical view of the customer saves the agent time and increases agent productivity.
INTELLIGENT CALL ROUTING
Positions agents for success by automatically directing calls based on agent's skill set. Captures critical information to evaluate the customer’s true need and matches them to best available agent.
CALL SCRIPTINGHyperlinks to key information expedite search and delivery of product messaging, enabling confident answers even from part-time and overflow agents.
REAL-TIME DATAEnables agents to monitor the live call center statistics and information from home, just like being in the centralized contact center. Real-time data allows remote workers to make "common sense" decisions that won't negatively impact your customer's service experience
OUTBOUND COMMUNICATION
PREVIEW DIALER
Outbound agents review customer records prior to reaching out to customer. Agent clicks a button to dial. Helps with agent efficiency and accountability of time.
PREDICTIVE DIALER
Allows Call blending, so agents can work assigned campaigns while also handling inbound calls, keeping them productive and satisfied.
PRERECORDED GREETING
Lets an agent record a message that plays automatically to callers when they're connected. Saves the agent time and gives an opportunity to prepare for the call.
CARES FLEX DESKTOP
Same intuitive desktop allows agents to deliver the CARES superior experience using any phone device.
REAL-TIME DATA
Enables agents to monitor the live call center statistics and information from home, just like being in the centralized contact center. Real-time data allows remote workers to make "common sense" decisions that won't negatively impact your customer's service experience.
REAL-TIME AGENT STATUS
Displays each agent’s status to the entire team. Real-time agent status allows remote workers to make "common sense" decisions that won't negatively impact your customer's service experience.
BANNER MESSAGE
Supervisors can give a virtual tap on the shoulder to remote staff reminding of break time, events that are going to drive call volume, as well as statistics and performance reminders.
Remote Agent Coaching Tools
Optimize quality assurance, onboarding and training contact center agent. Coach agents and increase the overall performance of the contact center.
