Contact Centers create better customer experiences by refining customer service, increasing agent efficiency, and improving knowledge of your customers’ behaviors by maintaining customer profiles. The modular infrastructure allows managers to listen in on calls and maximize the team’s effectiveness while utilizing better security measures, and secure data. Cloud-based contact centers are accessible anywhere and integrate security measures at all levels of transmission.
TEAM COHESION
CCaaS Benefits
- Real-time reporting on agent statistics
- Agent Scripts
- Team Cohesion – interchangeable assignments
- Skills based call distribution
- Text, Chat and Email response management
- Interactive voice response (IVR) system
- Knowledge management system
- Workforce management system- helps with scheduling, staffing and managing agent performance