The face of customer service is changing across The University of Texas at Arlington as state-of-the-art technology is incorporated in the contact or call centers. Faculty, staff, and students can look forward to a new customer-focused service as 21st century tools are implemented to communicate and assess the health and performance of the customer experience.
Here are a few things we are excited to announce about this new service:
Reporting and Analytics: This system will fundamentally change the way agents are performing their jobs by providing valuable insights on how to improve performance, call volumes, and wait times. It also supports the representatives with the essential tools to be successful.
100% Interactive Recording: Quality Management is one of the key components to providing continuous improved employee performance. This reliable recording solution recreates the customer interaction by documenting web chat, voice, and email conversations in one location.
Real-Time Proactive Web Chat (Coming Soon): This exceptional service provides multiple avenues to seamlessly communicate to your customers. Online chat is just another way that agents can quickly resolve customer questions and respond immediately to requests.
For additional information about transforming customer service at The University of Texas at Arlington, please read the following articles.
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