Screen Pop Technology-How do you Use it?

[cjw17]

This is new to us. Right now it's shaving a few seconds off AHT, by identifying the customer & bringing up their account(s) before we have to ask them. We're also able to route calls to agents with the right skills better than we were before. We plan to begin identifiying customers who call frequently with questions that can be handled by the IVR, and addressing that with them. I was wondering what other uses have been found for this.

[charleshewitt]

we can provide all types of data for the contact center environment, from a technological and operational perspective. please feel free to send me an email for additional info.........

[logical]

Some ideas you may consider for your screen pop, are displaying historical call records with the call, to give the agent a heads up on this customer and call, tracking specific customer selections in the IVR and presenting this to the agent with the call can help them quickly understand what the customer is looking for, or warn them of any frustrations the customer may have had with the IVR.

Also you can use the screen pop track the reasons for the call and results and report these to management to track short and long term service trends.

For other screen pop ideas, visit http://www.logicalsoft.com/assets/logicalAgent.pdf

Thanks

Brian

[jimcwilliams]

It's interesting that you reference the IVR specifically in your screen pop question. In addition to providing a view of the IVR menu choices selected by the caller, my company is developing an enhanced IVR application that gives the CSR to get a screen pop when the caller asks a question that the IVR system doesn't understand. The agent can then "guide" the self service system through the screen pop by selecting an appropriate response without picking up the call and directly engaging the customer. The benefit: less time spent on calls that should be handled by a self service app and increased caller satisfaction. They quickly get the information they're looking for without escalation to an agent. If you're interested in discussing this further, please contact me at jwilliams@unveil.com.