Technical Support

Providing support for any type of product or service generally requires specific knowledge or skills on the part of a contact center agent to rapidly resolve issues while providing an excellent caller experience. An important requirement is to match caller or product attributes with agents who are a “best fit” to resolve an incoming issue

• More intelligent call routing based on caller profile, agent availability, and agent skills or geographical location
• Ability of managers and supervisors to listen to calls in real-time with an ability to “break into” a call for expert assistance
• Group agents by a variety of agent attributes, making it easy to route calls by profile and manage queues by caller type
• Statistical review with drill down to the agent level to analyze agent performance based on call type

 

Contact Us to see how VoltDelta Hosted Solutions can impact your contact center