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You are on the frontline to represent your company by prioritizing and resolving critical customer issues as quickly and efficiently as possible. Every decision you make has a lasting impact on service levels and your customer’s perception of their experience.

With every call, customer retention is at stake. And with it, company profits, since studies have proven that acquiring a new customer can cost five to ten times more then retaining one.

What you need is access to vital information that can help you achieve the optimum service levels that are a must-have in a help desk environment. Real-time communication that alerts you to ever-changing conditions—delivered exactly where you need it, when you need it. Vital information that will empower your frontline to prioritize actions and make great decisions to improve personal and company performance.

And that’s where QuickCOM Enterprise comes in.

Elevating Service to Its Highest Levels

QuickCOM Enterprise collects help desk information from all data sources. Organizes and monitors that information. And delivers it real-time and by event through a variety of display options, including FlexVIEW LED displays (reader boards), dashboards, mobile devices, plasmas, LCDs and more.

Gathering ACD call statistics, trouble-ticket status information and other critical system alerts, QuickCOM delivers the facts you need to empower managers, supervisors, agents and representatives, with swift, decision-making capabilities that will help lower call volumes, reduce repetitive calls and improve customer service. It also translates cryptic system messages into easy-to-understand terms. And, the Vitals Dashboard can display user-defined alerts on workstations over an entire network.

In addition, QuickCOM Enterprise is a scalable solution that:

• Supports input from multiple host systems and any ODBC database.
• Integrates with most major help desk software packages.

The net result—rapid response times, increased service levels, improved productivity and performance, and most importantly, satisfied customers.

Find out more about QuickCOM Enterprise, the QuickCOM Engine and its many Output Options.

 

ReSOURCE CENTER

QuickCom Enterprise Enables you to:

• Stay on top of the total number of calls in queue
• Monitor problem or trouble-ticket status
• Identify critical system statistics
• Reduce the average call length
• Decrease the number of abandoned calls

 

Read Call Center Magazine's June 2005 article, An Agent's Best Point of View (pdf).