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• Service Desk
  • Internal/External Help Desk
  • Knowledge Management
  • Asset Management
  • Self-Service
• IT Service Management (ITSM)
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Service Level Management
  • Release Management
  • Availability Management
• PC Lifecycle Management
• IT Infrastructure Management
  • Inventory Management
    
• ITIL Education/Consulting (ITIL)
• VoIP Contact Center Management
  • Agent Management
  • Customer Self-Service
  • Unified Messaging
• Sales, Marketing and Relationship (CRM)
  • Sales
  • Marketing
  • Customer Service
    • Call Escalation
    • Customer Inquiries
    • Service Histories
    • Service Inquiries
    • Service Level Agreements (SLAs)
• IT Service Catalog & Service Porfolio Management
• Real Estate Property Management & Accounting

Agent Management

Effective Monitoring, Exceptional Retention Rates

Maintaining and improving the quality of contact center agents is an ongoing challenge - from turnover to new product introductions, there are many factors that can adversely affect the effectiveness of your agents.

ASI can help you implement an Agent Management solution that will give your organization enhanced capabilities for improving customer-agent interactions. With an Agent Management solution, you'll gain these powerful tools for agent training and support:

• Silent monitoring - Review agent calls to offer the best possible support and training to retain and train excellent agents.
• Call whispering - Enable supervisors to listen and offer advice to agents without the customer hearing.
• Call recording - Save complaints and abusive calls to be used for training, quality or audit purposes for continuous improvement of your call center.
• Advanced routing capabilities - Assign, push or reserve calls for specific agents based on skills, including language, product expertise, level of service or customer profile.
• Parking - Park active interaction to another agent.

With an Agent Management solution designed and implemented by ASI, your company can:

• Ensure service quality.
• Decrease escalation rates.
• Improve agent training.
• Retain loyal customers.
• Meet legislative requirements for call recording.

 

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