Equipping agents to successfully serve customers.
Many contact centres use multiple, complicated systems which agents struggle to navigate, let alone focus on what’s important – the customer. This can lead to low customer satisfaction levels, job frustration, wasted time and unnecessary costs.
Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application. This centralised system can also act as a universal data collection point. Not only can all data relating to a customer be presented to the agent, all relevant data can also be captured and stored. This helps agents, supervisors and managers make better and faster decisions.
Single Customer View
The most effective way of selling to customers, and then delighting them on an ongoing basis, is to treat them as individuals.
A single customer view enables agents to see a complete trail of phone interactions, website visits, emails, purchases, social media comments etc, left by every customer and prospect.
Your contact centre can seamlessly manage interactions that cross multiple channels without asking the customer to repeat information; personalise upsell, cross-sell and renewals offers to meet a customer’s exact needs.