ASC telecom AG, which makes technologies for contact centers, financial institutions and other entities, this week unveiled the addition of e-mail response management (ERM) to INSPIRATIONpro, its monitoring platform.
ERM systems automate e-mail acknowledgements and responses to standard customer inquiries. This minimizes workloads while sending well-written and credible responses to customers, according to ASC.
ERM is really essential for a true customer-centric approach, said Tony Procops, senior vice president and general manager for ASC. Company representatives must be trained and evaluated in all types of selling, support and technical interactions. Now, INSPIRATIONpro offers complete blanket coverage for agent training and evaluation.
INSPIRATIONpro now works with a range of ERM systems, including Mailminder from Xtramind. When the products are integrated, supervisors are able to monitor agents by reviewing calls, e-mails, faxes or mailed correspondence.
ASC telecom AG www.asctelecom.com