Apr 11, 2024 | Testimonials
Our company had some major issues to deal with in our call center revolving around access to performance metrics when supervisors were away from their desks. Supervisors often have to participate in meetings or training seminars and for periods of time were not on top...
Apr 11, 2024 | Testimonials
We operate a full service multi-media call center with inbound/outbound calls along with web chat and email processing. Our primary call center vendor enabled web chat but didn’t have a way of tracking the actual transcripts for more than a few weeks at a time. We...
Apr 11, 2024 | Testimonials
We have always empowered our agents to do what is best for the customer. We needed a way to keep our agents enthused about their work and found that Softcom’s Agent Dashboard solution was the perfect solution. Our agents are now getting real-time results right on...
Apr 11, 2024 | Testimonials
Our call center needed to be more proactive with customer services. Once we installed Softcom Analytics, we found out that 20% of all calls were repeat callers who either abandoned their first attempt or called multiple times hoping to get a different response. We...
Apr 11, 2024 | Testimonials
Since implementing the Softcom Analytics solution we have discovered some interesting facts about our contact center operations that would have gone unnoticed. This has resulted in our Supervisors having better, more meaningful data to work with and in turn, has...
