One of the key influencers of an agent’s response time is the delay in getting notified of developments. We’ve observed this from our own customer service operation.
Suppose an agent is typing a response to a customer. He/She doesn’t really know if another customer has responded on another conversation. This makes customer service very linear and sequential. And, it drags down the efficiency of the entire customer service operation. For a generation of multi-tasking natives, this just isn’t enough at all.
There had to be a better way to solve this and turn things around. So, we took it onto ourselves to do just that. Over the last couple of months, we worked with our own customer service teams to fully understand this problem and solve it the right way.
Today, we’re really excited to launch that solution, the Notification Center. Read more