Parallel to delivering excellent service via every contact channel, agents must also handle tools on their computer screen to simultaneously document the real-time customer contact. To ensure agents handle these tools in a timely manner, you should continuously check whether they adhere to defined processes.
With the help of a desktop analytics solution, our product of screen recording, the efficiency of defined processes becomes measurable, and weaknesses in the design of your applications are revealed. Processes can be optimized, and agents can be trained on demand. Processing time for a customer interaction can be reduced, with customer and agent satisfaction improved as a result.
defines standardized processes and tasks. Recording of the agent‘s screen starts as soon as a defined process begins. You can then determine the efficiency of your processes and tools, the adherence to your standards and any deviations from reference run-times. By doing so, you can immediately derive improvement actions.
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