Efficiency is the name of the game. Empowering your CSRs with the right tools and content are key to drive down cost to serve for chat and call interactions. Our contact center solution, SP Agents, is based on 15 years of experience and best practices to drive core tangible benefits from any customer interaction by providing the right tools and content at the right time.
The key to success for efficient CSR handling of support inquiries is access to the right tool and information at the right time.
The SP Agents tool is feature packed and optimized to make the best of local as well as global knowledge sharing with the latter being facilitated by us.
Support content in the SP Agents tool may either be created by us or by you in the Authoring Tool from within the SP Agents solution.
Most of our clients use a combination of the two to make the best of the internal know-how enhanced with device how-to and troubleshooting guides provided by us.
The entire SP Agents tool can be fully customized, feature by feature, to meet installation specific requirements. Features can be added or removed centrally from within the Administration Module to ensure customer handling is carried out according to your support strategy.