The IP Office Customer Service suite provides a good set of basic monitoring tools:
Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools.
Whether a business has a traditional call center or simply people who answer phones, valuable data in customer calls can help improve customers’ experiences and deliver greater revenue and more satisfied and loyal customers.
Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful information IP Office Customer Service applications for Agents and Supervisors can deliver.
IP Office Customer Service is a logical software tool for small companies that have any form of helpdesk, outbound marketing team or organised sales staff. It is the first step up the ladder in terms of monitoring and improving the tools available for customer oriented staff.
The intuitive and easy-to-use browser-based interface makes call handling a snap. Click to dial, transfer, hold, conference, and more. Access hundreds of speed dial entries.
Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports.
Through customizable views set by their supervisor, agents can see a wide range of information to help them budget their time based on workload, call queues and agent availability, including number of calls on hold or in progress, lost calls, number of agents logged in/out, and more.
When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.
Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:
Supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.
Eliminate variable phone expenses for remote workers, and even reduce real estate leasing and facilities costs.
Provide highly personalized customer service with speed and efficiency
Understand the peaks and valleys of call volumes so you can staff accordingly
Make better use of agent call recordings to enhance sales techniques and service skills
Detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling performance
Relevant Tags: IP Office Customer Service, Customer Service