The servicetrace solution by sector: Call Centres
All too often this is negatively the 'flash-point' where IT issues are first realized and the investigation process begins. Often emotive, and reliant on anecdotal reporting, Servicetrace helps you transform this from a negative point of contact with your users, into a positive and professional experience for your staff and customers, alike.
Regardless of whether the end-users are internal or external to your organization, the speed and quality of response when customers contact centralized customer-services is essential: In today's online, real-time world, a company's customer-service reputation can be discussed (for good or bad) within minutes, globally - eg, the influence and power of Twitter, Facebook, etc.
Servicetrace ensures your customer-support services have all the information they require regarding the performance of all systems and services so they can interact with the end-user in an informed and professional manner, at all times.
|LEFT: The powerful, simple visualization of the status of services means your staff are kept fully informed, at all times, so maximizing the value of their customer interaction and improving overall end-user satisfaction.|
Regardless of how well prepared an organization is, problems will always happen, but it is vital your customer-facing staff are knowledgeable and professional, so giving your customers confidence in their problems being resolved, promptly.
- Keep your customer-facing staff informed, knowledgeable
- Efficiency in customer-facing scenarios - eliminate wasted time
- Increase in professionalism and pride in quality of service
- Improve customer relations
- Reduce the time spent 'fire-fighting'