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Ensuring that agents have the right information displayed on their workstation just when it is required to successfully handle a call has become a significant challenge for call centres.  Our agents realise considerable benefits from the SmartPoint Dashboards and that has enabled us to grow our volumes without a hike in headcount.  Nick Culley, Managing Director, Midwich Ltd When agents are aware of all relevant information relating to an active call they are well placed to ensure an excellent customer experience. In situations where they have to search through one or more systems for the information they need they are inevitably distracted from the dialogue with the customer and perhaps more importantly are wasting valuable time. Today customers expect that every representative they talk to should have access to the right information relating their relationship with your organisation. Few things are more frustrating to a customer than having to repeatedly explain the same information to multiple agents. SmartPoint's powerful yet easy to use technology ensures that agents see the information they need at just the right moment. Capturing ever increasing mountains of customer information is of little value if it cannot be retrieved just when required. Like so many good ideas providing agents with 'Just-in-Time' information is obvious, but traditional technology unfortunately lacks the flexibility to support the evolving information needs of call centres. With SmartPoint, the benefits of this simple approach include:
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