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
Customer care interactions, whether personal over the phone or automated on the web, are an important part of the customer’s overall experience of the operator’s service. A positive customer care experience helps operators 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 operators.
Agama’s solutions for customer facing teams help teams provide better service by enabling customer care staff to make informed decisions based on the individual customer’s actual service experience. The solutions improve the customer care staffs’ ability to correctly solve or escalate the customer’s issue and reduce the time spent doing so. Key customer care metrics such as First-Time-Right and Average-Handling-Time can be significantly improved.
Agama’s solutions use objective data, both historical and real-time, and powerful analytics tools to enable customer care to verify customer complaints, understand the severity of any issues and solve or escalate the problems.