Channel Partners show sponsor Broadview Networks (Booth 701) has launched a new Web-based diagnostic tool to give its first-tier customer care representatives and Agent Resolution Managers the ability to resolve 30 percent more issues on customers first calls.
The dashboard provides care representatives with more information and the ability to troubleshoot upfront, which means fewer trouble tickets to open and track. It also allows them to loop test both on-net and resale lines while on the phone with the customer.
They also can fix problems with long-distance, hunt groups, toll-free services and features on the fly.
The Tier 1 Care Dashboard enables Broadview to increase customer satisfaction with real-time service, and enables us to be more proactive with our customers, said Joseph Mangiaracina, senior vice president of customer relationship management for Broadview Networks.
The Tier 1 Care Dashboard also is beneficial to Broadview agents, he said, explaining that when agents assigned Agent Resolution Managers use the tool, agents get immediate feedback on issues and can relay that information to customers in a timely fashion. And because more issues are resolved on the first call, agents are more responsive to their customers needs.
Perhaps most importantly, the dashboard lessens the number of trouble tickets agents must open and track. This means agents spend less time handholding customers, freeing them from getting caught up in minor issues that arise, Mangiaracina said.