A key metric for many call centers is average call
handle time. It's clear why companies monitor this metric closely—the
longer the call, the greater the expense to the organization and the
greater the burden on the customer. For many organizations, the calls
from website customers who were unable to complete their transactions
online can be the longest and most expensive. Because call center agents
have no visibility into what the customer did online, valuable time is
wasted trying to diagnose where things went wrong before the transaction
can be completed.
By providing the agent with complete visibility into
customer web sessions, Tealeaf makes short work of diagnosing where
things went wrong online, accelerating problem resolution significantly.
Agents can also shadow-browse with customers to coach them to
successful completion of the business process.
No comments:
Post a Comment