Does the isolation of your call center system prevent more efficient processes? Go beyond slow workflows and into improved client satisfaction with NewRocket Call Center Transformation. Earn customer loyalty with better service even during peak contact times.
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Better integration between your call center management system and other systems with critical information about clients will improve call center performance, enhance the customer experience, increase team productivity, and reduce operational costs. Managers and agents will get a complete view of customer interactions and benefit from faster, data-driven decision-making.
Even small delays or inaccurate information may have big negative impacts on customer satisfaction. Your customers and your team need fast, reliable access to relevant information. Make this possible with robust integrations that surface the right information at the right time directly in the agent's workspace.
Our solution can automatically generate a unique OTP and send it to the customer's registered mobile number or email address allowing them to securely access their account or complete the desired transaction. This capability greats simplifies the client authentication process while maintaining security.
Much of an agent's efficiency is driven by the ergonomics of the workspace they use. Even if systems are integrated, if the agent can't get to the information easily, the benefits are reduced. This configurable solution gives your agents access to the a wealth of information when they need it resulting a superior customer experience.
Help your team continually improve by making it easier for them to share knowledge. Access to vetted information also helps reduce training time and improve consistency across the team. It's also easy for agents to contribute to the knowledge base by turning solutions into article drafts directly from their workspace.
Using configurable rules, you can route work automatically to the right queue to reduce wait times and improve the overall customer experience. Assignment may be based on agent skills, location and availability. Rules may also drive case prioritization and service level agreements and escalations.
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