Customer facing teams

Agama’s solutions for customer facing teams enable customer care staff to make informed decisions based on the actual service experience.

Solutions for customer facing teams

Improving all customer interactions

Customer care interactions, whether personal over the phone or automated on the web, are an important part of the customer’s overall experience. A positive customer care experience helps service providers to improve their NPS-scores and retain their customers. On the other hand, negative experiences of customer care drives churn. At the same time personal customer care is one of the big costs for service providers.

Key values

  • Improve all customer interactions with insights on the actual customer experience reducing Average-Handling-Time, increasing First-Time-Right and lowering STB swaps
  • Identify problem sources, validate KPIs and metadata
  • Tailored applications and powerful APIs for integration with customer care solutions
  • Integrate with Field Engineer solutions and workflows for improved efficiency in the field and validation of repairs

Our solutions use objective data, both historical and real-time, and powerful analytics tools to enable customer facing teams to verify customer complaints, understand the severity of any issues and solve or escalate the problems.

Our solution supports

First line – Improve all customer interactions with insights on the actual customer experience reducing call times and increasing First-Time-Right.

Second/third line – Tailored applications supporting the right conclusions for lowered handling time and increased First-Time-Right.

Field engineers – Tailored applications and REST Based APIs for integration with field engineer processes.

Our solutions for customer facing teams enable staff to make informed decisions based on the individual customer’s actual service experience.

Want to know more?

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