Regardless of the medium your customers select,
whether its voice-to-voice over the telephone
or keystroke-to-keystroke via the Web, customers
still expect quick, efficient and personable service.
CSRs are the human factor that connect your company
to consumers and as a result, CSRs shape the quality
and effectiveness of each communication.
In some cases, your customers may prefer email
over other communication channels that you offer.
The question is, how are your CSRs responding
to customers via this medium? Are they maintaining
the same level of quality service your company
has established through voice interactions?
eQuality Response helps improve your electronic
mail interactions by integrating with a variety
of response management systems to help you manage
and track email from arrival through response.
An integral part of our Business-Driven
Recording (BDR) capability, eQuality Response
allows you to record specific customer interactions
that may affect your revenue and customer
satisfaction levels. Whether you have compliance
or 100 percent recording requirements, you
can use our BDR capability to record only
the interactions you need. The flexibility
of this feature results in benefits such
as lower costs through the use of less disk
space and easier, more efficient contact
retrieval.
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