ClickSoftware for Contact CentersContact Centers present the first opportunity for a brand to showcase exceptional customer service. A positive customer experience is vital in both attracting and retaining customers, leading directly to company growth.
Customers expect fast and efficient service every time they interact with the service organization and their impression of an organization’s service is long lasting. This is why organizations must ensure that customers do not wait for their initial inbound call to be answered and do not wait in queuing systems while the call is transferred. Leading any service organization to success is a common achievement: you must have the right people available at the right times to quickly respond to customers in the most cost efficient way.
Our Solution:
ClickSoftware offers Contact Centers a real-time optimized shift planning and workforce management solution. This manages the resource capacity as well as their personal skills, availability, preferences, telephone response times and all relevant business factors to provide exceptional customer service, increase agent satisfaction, and drive operational efficiencies across the contact center.
Benefits include:
- Sustaining the right service levels via optimal demand coverage
- Flexibility to meet dynamic demand
- Increased workforce productivity, efficiency, and utilization
- Improved operational visibility and control of the Contact Center workforce
- Higher employee satisfaction and lower agent turnover
- Reduced administrative overhead
Download the brochure to read more.
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Free Download of Gartner Magic Quadrant for Field Service Management 2011
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ClickRoster Contact Centre Edition (English)
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ClickRoster Contact Center Edition (US English)
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