April 25, 2017
How well your contact center agents perform can be a make-or-break aspect of your company.
It can mean the difference between a profitable customer relationship and a customer who defects to the competition.
This is why so much research and thought have gone into improving the customer experience over the past decade. The latest developments in improving agent productivity and engagement quality take advantage of the new enterprise communications mobility made possible by smartphones.
Here are the customer engagement mobility features that can really enhance your agents’ productivity:
- Seamlessly and automatically coordinated communications across contact center agents, remote representatives, advanced support experts, field service and others, including being able to reach experts on mobile devices.
- Automatic logging, recording, and quality analytics monitoring of calls extended to agent’s mobile devices.
- Integration with sales workflows and Customer Relationship Management, such as Salesforce.com.
- A unified company identity, as calls from employees on mobile devices carry the Caller ID information of your main customer contact center.
Each of these critical capabilities is available today in the Kinetic Communications Platform from Tango Networks.
Mobile devices are everywhere in enterprises today. Yet most contact center processes and workflows don’t account for them. For example, the typical customer engagement quality assurance process will encompass only the landlines used by your agents.
This is limiting because a specialist who can solve a customer’s problem may be available only on a mobile device. Calls to the specialist would take place outside the customer engagement and quality process.
Our Kinetic platform’s Customer Engagement Mobility solution solves this mobility “blind spot” by extending your control and quality processes to encompass mobile devices. You can manage quality on mobile calls the same way you do on landline calls, and with the same existing systems.
The platform also enables users of mobile devices to activate standard business calling features such as conferencing and transfer using the same communications systems as your landlines. In addition, the Kinetic platform ensures that calls from your agents’ mobile phones will carry the company identity and contact center number.