SmartContact Centre - live agent coaching & support

Winner of the Best Product Of Call Centre Expo UK 2003 Award and Best New Product Of Irish Contact Centre 2003 Award

Imagine a contact centre where all an agent that 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 SmartContact Centre (SmartCC) from Activa Solutions.

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 promoting 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.

SmartCC's uniqueness relies in 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

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.