How CTI Screen Pops Improve Customer Experiences
Screen pops improve the customer experience, agent efficiency and enable seamless sales and better customer service. Integrating your contact center software with a CRM and adding agent desktop screen pops puts detailed and pertinent customer information at the fingertips of every agent.
Custom CTI Screen Pops
Maximize agent efficiency while minimizing processing time. Custom CTI screen pops can be formatted to include specific customer or, campaign information, aiding sales and delivering excellent customer experiences. Customize the display all of relevant caller and account information on a call center agent’s screen during a call. Enhance agent workflow and streamline the customer experience.
Minimize First Contact Resolution Time
CTI Screen Pops can improve the customer experience by minimizing FCR, first contact resolution times. Instantly pop the customer account information to the agent desktop and arm the agent with the right information to aid in faster issue resolution. Getting customers to a resolution faster improves the experience and builds brand loyalty.
Reference high level or, in-depth customer information before a call is connected using screen pop software. Integrated with your call center preferred CRM, My Call Cloud custom screen pops can be programmed to populate customer information based on the number calling or, dialed.
Custom CTI screen pops programmed to built-in CRM integrations, your contact center can customize the display all of relevant caller and account information on a call center agent’s screen during a call. Enhance agent capabilities and streamline the customer experience.
Agent Efficiency = OPTIMIZED
When a caller enters information via an IVR system during the contact center designated workflow rules, the integrated CRM can identify the caller and account information. The integrated CRM via CTI can provide detailed historical data and necessary information that enables the right agent to be connected to the caller, delivering the best possible experience. Identifying the caller via IVR and routing to the agent via skills-based routing gets the caller to the right agent armed with the correct information via CTI screen pops.
Don’t waste agent time by re-validating callers, use information directly gathered from the IVR and with screen pops, reference the matching CRM integrated information on the agent desktop during the live call.
Better Contact Center Customer Experiences.
Combining all these classic and best practice call center software features; IVR, CTI, Custom Screen Pops and Skills-Based Routing, gives your contact center and the agents the tools and resources needed to grow and achieve sales goals alongside delivering awesome customer experiences.
Minimize processing time and know exactly who you’re talking to before the call is connected. During connection, access custom and detailed customer interaction and historical information. Use custom screen pops to enhance the customer and agent experience, enabling excellent customer service.