Provides agents with an online script or survey customized for each chat queue. This helps agents remember details, and provides an organized way to capture reportable customer contact data. Scripts and surveys help to standardize your chat client’s experience, agent to agent. We provide a robust scripting tool, or you can upload an externally created script.
Configure the possible dispositions that chat agents can select to complete a chat session. You can configure the system to trigger other events when an agent selects a disposition, such as automatically requeueing to another agent, sending a message to the customer, sending an email to someone with a “need to know”, even streaming data to another web-based system.
Click to call if a chat customer enters their phone number when initiating a chat session, the phone number appears on the agent screen while the agent is engaged in the chat. Should the agent decide to convert the chat to a phone call, the agent only has to click the phone number already supplied by the customer. If a chat customer does not supply a telephone number and the agent wants to convert the chat to a call, the agent can still do so by invoking the manual dialer, Phone Make Manual Outbound Call, and keying in the customer’s telephone number.
Newbridge offers our clients a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!