In a tightening economy it is difficult to recommend and justify additional staff to meet peak period operations. Some organizations are reducing staff to reduce operating expenses and now have fewer people to do the same amount of work. Companies are seeing lower customer satisfaction ratings, lower service levels and higher than usual number of escalations and complaints.
To counteract the staff reductions and the hold on adding staff, companies are becoming more efficient and effective in their daily routines and tasks. Appropriate information is being made immediately available to the agent desktops and manager dashboards in real time.
Customers using desktop screen pops and dashboards report a marked improvement in the adherence to company stated goals, increase in customer satisfaction ratings and an ability to complete daily tasks. Furthermore, virtual agents (work from home agents) have access to the same detailed information as agents and managers in the office.
Spectrum is capable of capturing critical data and turning it into vital information from many sources including:
ACD statistics
Help Desk Ticket information
MS-CRM, Sage CRM and Salesforce.com
SAP
IBM Tivoli and Cognos
HP OpenView
Contact Spectrum today for a free trial on our award winning desktop / dashboard software.
Dan Boehm
VP Sales and Marketing
Spectrum
dboehm@specorp.com
+1 713 986 8839
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