http://www.callcentrehelper.com/what-to-look-for-when-buying-a-contact-centre-desktop-application-5120.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.callcentrehelper.com/what-to-look-for-when-buying-a-contact-centre-desktop-application-5120.htm/comment-page-1#comment-26668 Rashmi Lulla Fri, 21 Aug 2009 19:30:06 +0000 http://www.callcentrehelper.com/?p=5120#comment-26668 I found this article to the point, very helpful and self explanatory. I would like to thank Mr Richard Snow & Mr Steven Thurlow for their research. It shows that someone out there cares for agents like me. It is true that we can answer the queries very efficiently but are always afraid whether we have navigated & made notes in all the required applications. The quality analysts are not interested in what the customer wants or how the cust wants us to deal with them; rather they are more focused on whether the navigation was stepwise or whether the advisor's voice was loud or enthusiastic. Changing the mindset of the cust or going the extra mile can bring down your quality scores for wasting time. Integrated smart desktops will definitely help us in reducing AHT, ACW, Hold Time & help in upselling the right products. I found this article to the point, very helpful and self explanatory. I would like to thank Mr Richard Snow & Mr Steven Thurlow for their research. It shows that someone out there cares for agents like me. It is true that we can answer the queries very efficiently but are always afraid whether we have navigated & made notes in all the required applications. The quality analysts are not interested in what the customer wants or how the cust wants us to deal with them; rather they are more focused on whether the navigation was stepwise or whether the advisor’s voice was loud or enthusiastic. Changing the mindset of the cust or going the extra mile can bring down your quality scores for wasting time. Integrated smart desktops will definitely help us in reducing AHT, ACW, Hold Time & help in upselling the right products.

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