Using Universal Queue to create a consistent agent experience
All customer contacts, across Voice, Email, Chat, Social Media and Online Review channels, enter our platform through a universal queue. Using DigiDesk’s advanced workflow, these multi-channel contacts are distributed across a team of multi-skilled agents.
Consistency across every channel
DigiDesk’s engagement console ensures the agent experience remains consistent across every channel, whether a voice call or a digital contact. This means agents can seamlessly ‘blend’ across channels to answer, engage and respond to customers consistently and effectively.
For An Unparalleled Customer Experience
No matter which channels a customer uses to engage with your business, the DigiDesk – cloud contact centre solution – delivers consistent MI (Management Information) through the Analysis and Supervisor Dashboard views, providing the same level of robust real-time monitoring alongside an almost identical set of KPIs (Key Performance Indicators).
Speaking of Queueing...
It seems wrong to talk/write about ‘queueing’ without a gentle nod to our Queue Buster solution, developed to manage (voice) queues effectively, with advanced callback and configuration options, real-time stats and on-demand reporting.
Whether you retain a position in a queue or use a dynamic call-back list, live stats are available to track the number of customers awaiting a callback, alongside agent availability and associated KPIs on all call-back requests.
Click to read more about DigiDesk’s Queue Buster solution in more detail…
To find out more about DigiDesk, including universal queue and real-time MI, please get in touch with us here…
