Presented By: Art Hall, former VP Sales and Customer Care Operations, NetBank; Mark Malnati, VP Strategic Operations Development at N.E.W. Customer Service Companies; and Clint Babcock, Director of Systems Engineering at Cicero, Inc
Date: On Demand Available July 17th
There are many software applications used in today’s contact center, each addressing specific needs from IVR to CRM to QM to WFM to Predictive Dialers. Unfortunately, these applications usually do not share information or co-operate to support common or logical business processes. Consequently, agents have to work harder and customers have to wait longer and often call multiple times to have their issues resolved when “One and done” should more than suffice.
Instead of throwing new technology at an old problem, and adding new applications and complexity to an agent’s desktop to theoretically improve productivity, it is time to take a step back and see how agents use the tools they already have in front of them to provide service. Do agents have to navigate through myriad screens and systems in order to complete tasks? Do they copy and paste data or re-key information? Are redundant data entry and interminable after call work leading to runaway Handle Times and customer turnover? Do the applications help the agents provide the best possible customer experience or are they so counterintuitive that everyone – agent, customer, and supervisor – feels the pain?
During this webcast, Art Hall a leading Consultant at Alvarez and Marsal on customer management solutions, discusses key challenges facing agents in providing quality customer service. He will be joined by Mark Malnati, Vice President of Strategic Operations Development at N.E.W. Customer Service Companies, and Clint Babcock, Director of Systems Engineering at Cicero, Inc. to discuss how N.E.W. used existing applications along with Cicero to improve the customer experience at the point of contact.