Customer Care Professional Features
The agent workspace
Customer care professionals (CCPs) are the voices of your brand and often the first point of contact to consumers. We value these dedicated individuals and arm them with the best tools possible to create meaningful connections with consumers. The Agent Workspace is designed to meet the stringent needs and goals of connection centers. It also improves the efficiency of your CCPs and reduces the cost of service.
This web-based workspace is compatible with all modern browsers. There’s also zero installation or setup: You can be up and running in under four minutes! If you or your CCPs need to work from the road, you can receive push notifications of incoming messages — wherever you are.
Reach goals with real-time performance measurements
Each CCP can view their own operational performance in real time through several KPIs, including number of engagements, average resolution time, utilized capacity (utilization), and CSAT. This data is embedded directly into the workspace, so CCPs always know how they’re doing.
Find more on reporting here