Tuesday Feb 11, 2014

Four Ways to Increase Mobile Agent Productivity and Responsiveness by JP Saunders

Many customer support agents and managers spend time away from their desk supporting their customers. But, in today’s world of anytime, anywhere service, they still need to respond to customer issues on the spot. And, accessing the information they need to be responsive is often challenging due to lack of network connectivity or the clunky usability experience of accessing a desktop app on a mobile device. With Oracle Service Cloud’s Mobile Agent App, roaming customer support agents and managers can access their contact center “on the go” – increasing productivity and customer responsiveness!

Keep Informed

Service agents and managers are always connected and able to take action – whether it is on a customer issue or a contact center performance issue. They can manage service incidents, contacts, and tasks all from their mobile device. They can also view the customer’s survey history and access a list of unresolved incidents. A mobile dashboard with pie chart widgets, drill-in capabilities and filterable lists helps managers to monitor exceptions and stay on top of their contact center operations while away from their desks.

Access Knowledge

In addition to the increased ability to capture and respond rapidly while in the field, customer service agents and managers now also have access to answers from their mobile device, allowing them a way to use your knowledge base to solve customer problems both quickly and accurately.

Stay Connected Even When Offline

The Mobile Agent App’s offline cache not only allows access to information while offline, but also provides improved performance with nearly sub-second response time. Additionally, the ability to use profiles to customize lists and workspaces allows the Mobile Agent App to be tailored more specifically to your business processes and, thus, increases service agent productivity.

Delight Employees

Designed specifically for the iPad and now the iPhone, the Mobile Agent App leverages native Apple iOS native iPad capabilities and innovative usability patterns, easy navigation, and integrated apps, e.g. maps and FaceTime. This ease of use will delight employees. And, delighted employees help make delighted customers!

To view a demonstration, watch this video.  For more information on the latest enhancements for the Oracle RightNow Mobile Agent App, please watch the Oracle RightNow Cloud Service – November 2013 Release Overview or read the Oracle RightNow Cloud Service – November 2013 Capabilities and Benefits.

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