The Problem

Email and chat are increasingly becoming popular channels for call centers. However, these channels are frequently treated as silos where call center workflows, procedures, automation and metrics cannot be applied. Blended queue offerings from the PBX vendors provide minimal functionality only, and it is not possible to relate agent email and chat actions to customer outcome and channel cost.

The Solution

Upstream Works’ email and chat solutions are designed for real world call centers. Using UpStart, emails and chats are delivered with inbound calls based on skills based routing to a blended agent queue. Desktop automation, combined with a rich set of agent tools, lets the representative resolve these interactions efficiently. UpTake measures these interactions, not only providing the traditional efficiency view, but First Call Resolution and other customer outcome metrics.

Benefit Highlights

• Screen pop automation for emails/chats
• Web page control can detect customers that are struggling or looking to purchase, and offer them chat
• Emails and chats linked through Customer History, for a complete view of all contacts
• Call center metrics such as SL, AHT and occupancy and cost per channel directly comparable for all channels
• In process emails and after call work can be preempted by active calls and chats, while tracking the true time spent by the agent.
• First Call Resolution measured for each channel and across channels (for example, email followed by phone call)