Solutions for Contact Center Agents

Contact center agents handle the majority of contacts coming into any business. UCB gives contact centers the tools they need to perform this difficult juggling act, and do an excellent job.

How do we ensure that we deliver consistently high service levels to our customers?

• Apply standard contact handling methods to all media types
• Pre-configure safety nets for emergency or high volume situations
• Deliver to backup agents when thresholds are reached
• Take action based on the real-time status of agents and queues
• Use standard and customized reporting to measure your performance 

How do we control costs in our contact center?

• A single desktop interface for handling multimedia contacts ensures optimumutilization of agent time
• Simple, intuitive user interface increases agent efficiency
• Skills-based routing reduces talk time and transfers between agents
• Blend inbound and outbound calling increases agent utilization
• Self-service options offered via an integrated IVR option can reduce the number of agents  

How do we increase the revenues generated by our contact center?

• Answer calls faster and reduce call abandonment
• Give high-value customers or transactions priority handling
• Cross-sell and up-sell using customized announcements
• Measure campaign success by reporting on wrapup data
• Run outbound campaigns to generate new business or farm your base
• Capture more calls by offering alternatives to waiting or hanging up