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| SmartContact Centre (SmartCC) is an established communication solution that ensures every call is handled immediately and professionally - even by novice agents. |
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Imagine a contact centre where all that an agent who requires assistance has to do is push a button, to be immediately aided by a supervisor, with voice coaching, live application guidance, and hands free support, all without anyone needing to move from their desks. That's a contact centre with SmartCC from CyberTech UK.
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| Highest level of service quality |
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To date, no other solution worldwide can help contact centres provide the optimum caller experience in the way that SmartCC does. By proactively supporting agents and fostering a co-operative culture in the contact centre, SmartCC enhances both the customer and the agent's experience by ensuring that contact centres' agents are thoroughly supported and coached, and customers consistently receive the highest level of service quality.
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SmartCC's uniqueness lies in its providing supervisors and team leaders with the ability to coach, monitor and support any number of agents without leaving their desk. With SmartCC, a team leader can, at the touch of a button:
- Access and control the agents' PC
- Overhear their conversation with the caller
- Covertly coach them through the headset
- Take over the call if escalation is required
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As a result, customers are successfully serviced in the shortest possible time and agents' motivation levels soar by successfully handling every call. Additionally, the agents' learning curve is dramatically reduced by getting effective on-the-job training rather than just receiving "after-the-act" feedback.
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