How does ACW feature improve agent performance?
Following up on customer requests
Customers tend to have multiple requests or questions, sometimes all at the same time. With ACW, agents can proactively document and follow-up on the caller’s needs.
Agents can tick off action items after the call and not leave it for later. It is never good for the agent productivity to carry forward work from previous calls.
Agents get to collaborate with other agents from multiple locations or teams to support the customer by sharing follow-up notes.
After a call ends is perfect time for supervisors or administrators to have a quick word with agents. They can share feedback and help tweak their call scripts based on real-time customer feedback.
Taking a breather
All work and no rest makes Jack a dull agent. You definitely do not want tired and burnt out agents answering your calls when the customer expects a superior service.