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Real-Time Data Before, During And After The Call
[December 05, 2005]

Real-Time Data Before, During And After The Call


Editorial Director, CUSTOMER INTER@CTION Solutions
 
In order to achieve the increasingly popular and efficient "one and done" method of customer service (the problem resolved on the first contact with the customer), call center agents are increasingly in need of relevant, up-to-date information before and during the initial call or e-mail a customer sends. In a way, such real-time information acts as a sort of "teleprompter" for agents. It's important, however, not to deluge the agent with non-essential information, which will only confuse both the agent and the customer.


 
e-Glue Business Technologies, a provider real-time adaptive solutions for customer interaction, announced today its release of e-Glue Direct for Quality, a new solution designed to deliver rapid improvement in the quality of customer service by providing agents with active, relevant support during live interactions with customers.

 
“e-Glue captures real-time insight from customer service analytics to provide agents with the support they need during what we call the ’Moment of Truth,’ each time agents are interacting with customers and need to be at their best,” said Omer Geva, Chief Executive Officer, e-Glue Business Technologies. “Our solutions have helped our customers significantly increase revenues and improve operational performance. Now, with e-Glue Direct for Quality, we’re bringing the power of real time to deliver rapid improvements in the quality of service of leading companies.”
 
e-Glue’s approach leverages agent quality scores from quality monitoring (QM) systems and real-time information from the call to decide the type of support an agent needs. Direct for Quality’s real-time reminders appear at the opportune time in the call to deliver relevant information that’s tailored to the needs of each agent. For example, agents who forget to update customer contact information will receive a real-time reminder whenever caller information is missing. e-Glue was created to help close the natural variation gap among agents; as agents master particular quality areas, their quality scores improve and they no longer receive prompts for those areas.
 
"Human channels are still several times more effective in delivering value than high-technology ones. In the contact center, customer service representatives will continue to be the primary lead in front of customers," says Michael Maoz, Gartner Research Fellow. "Real-time interaction management tools combined with quality monitoring systems can provide significant improvement to the performance of agents at the moment of truth."
 
For more information, visit www.e-glue.com.
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.

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