Like many businesses, the State has invested a lot of money into the customer-service side of their phone network. In fact, companies spend an average of $2K per agent to build a contact center. They bought theirs from the best provider on the market.
As any CC Supervisor knows, equipping the call center with the technology is only the beginning; you need good customer service people, and you need to closely monitor and manage it. For the State, $2K/agent X 200 agents represented a substantial investment, and by managing call flows and wait times they controlled the operational side of their customer service business. Still the caller satisfaction metrics left much room for improvement and to the State, the answer was obvious –
Why not spend just a little more to provide the agents with a real service enhancing tool? – Agent Dashboard with CTI Screen Pops.
For about 5% added investment into their contact center the State was able to eliminate their callers #1 issue;
“Why does the agent ask me for the same information that I just entered into the system?” By engaging E-MetroTel and deploying Agent Dashboard, the State was able to provide custom screen pops to 3 different departments, and provide each agent with a dynamic productivity enhancing tool that gives them user flexibility, desktop call control, automated login/out capability, natural language agent codes and self- monitoring tools.