Pro Tip: Contact Center Productivity Features Your Agents Need Now

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Posted by Tango Marketing

April 25, 2017

sabri-tuzcu-182689-606307-edited.jpgHow 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.

As noted in this recent article about our solutions on VoIP-Info, the quality of customer communications with your mobile workforce is increasingly critical.

 Here are the customer engagement mobility features that can really enhance your agents’ productivity:

Each of these critical capabilities is available today in Mobile-X 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.

Mobile-X 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, Mobile-X ensures that calls from your agents’ mobile phones will carry the company identity and contact center number.

Now Mobile-X from Tango Networks is the premier communications solution for companies implementing work-from-homeremote workerteleworker, telecommutingconnected worker and business continuity programs. The solutions are made possible by the most advanced implementation of fixed mobile convergence technologies for the distributed workforce.

Contact us today for a personalized demo of how Mobile-X will enable these and other mobility benefits for your contact center agents.

Tagged : customer experience, mobile, mobile customer engagement, contact center

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