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Customer history log, the agent’s Bible - Zent.io - ContactCenterWorld.com Blog

Customer history log, the agent’s Bible

The ultimate ideal situation in customer service is to solve the client’s problem in a heartbeat and make them happy fast. Although a lot of cases are like this, sometimes the customer’s problem persists and he requires more customer service. Whenever this happens, it is very annoying for the client to have different agents who don’t remember o who don’t know anything about his previous problems. This means the client has to explain a few times the whole story from scratch which can be quite frustrating and can possibly lead to a negative image of the brand (in another post we explain what happens when a client after a bad customer service experience).

If your customer has already had a few problems, it’s only normal to guess that he isn’t ecstatic. But because of this, customer service needs to be overly helpful and make the client and his or her problem feel very important and a priority. Agents can only do this if they know the history of the client. In Zent.io we have developed a feature for our helpdesk software that will grant the agent a whole history log of the specific client, so he already knows all the information and doesn’t waste anybody’s time.

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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Enough of asking God for miracles to make agents remember what this specific client requires, with the customer history log there will be no need for that. Aside from making the customer feel looked after and remembered it will also improve the efficiency of your agents since they don’t have to spend half an hour taking the client’s data and looking for their previous experiences with the company’s customer service.

Source: http://www.zent.io/blog/customer-history-log-the-agents-bible/

Publish Date: September 27, 2017 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

4.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

5.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

6.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier
PH: 213-943-2023
 



View more from Zent.io

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A Customer Portal that’s useful for everyoneSeptember 30, 2017 5:00 AM
Five qualities your client is expecting from your customer service.September 29, 2017 5:00 AM
Customer history log, the agent’s BibleSeptember 27, 2017 5:00 AM
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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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