Drishti's Ameyo Launches Agent Screen Recording for Improving Agent Efficiency
GURGAON, India, July 30, 2012 /PRNewswire/ --
Ameyo 3.0 With Enhanced Agent Screen Recording
In today's technology-focused society, CRM is the buzzword, but not the sole answer to enhance customer satisfaction and experience. Contact centers and enterprises heavily rely on technological tools for answering challenges presented to them by a dynamic and demanding customer base which yearns for better service delivery and quicker turnaround time.
The heart of the problem lies in the industry's ability to overlook the most basic principle affecting customer satisfaction - the agent. Agent monitoring too often is seen as a task instead of a critical function that affects service levels and call performance. Although, it is erstwhile to note that if done correctly agent monitoring always improves a call center's performance.
Sachin Bhatia, VP - Business Development at Drishti Soft explains the need saying, "In the new multimedia communication era, the customers have taken charge of how they wish to communicate, and businesses need to be ready. Any organization's CRM strategy is only as strong as its weakest link, and the building blocks of any such process are agents. The business can implement new technology; however, if they do not evolve agent skills, they will fail. Continuous agent skill development begins with agent monitoring. If an agent is to be developed, his skills need to be coached, improved and monitored."
Keeping these challenges in mind the R&D team at Drishti has come up with the Agent Screen Recording tool. In its basic variant, it automates the agent-evaluation process and creates a depository of qualitative data that can be analysed for specific skill based trainings for individual agents.
Many call centers perform redundant monitoring without satisfying the goals of agent skill development. The same physics applies to a company when it is about to spend a large sum of its capital budget for the latest technology solution. Does it meet the optimal needs for agent monitoring and training?
The questions may vary slightly for specific industry and business needs, but the global answer is the same: Drive higher revenue from your customer base through better-developed agent skills to improve customer satisfaction and retention.
Ameyo's Agent Screen Recording Tool is aimed at support processes for contact centers and enterprises that require a technology to enhance agent efficiency and drive customer satisfaction.
Drishti is a leading provider of contact center software and enterprise communications applications. Drishti offers communications solutions that empower enterprises to dynamically manage business processes, interactions, workforce and service levels on emerging unified communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service).
Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.
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SOURCE Drishti - Soft Solutions Pvt Ltd