Evaluation of the software package should take into consideration an agent's perspective on how they will utilize the system as this will affect how well the system works for your organization. This may include;
• Is the information easy to log and are calls easy to handle?
• Is the agent call flow easy to follow between screens and easy to enter into the system?
• Does the system allow for the agent to manage their time effectively?
Can a callers history be easily accessed by an agent when needed? The software should have an easy to use GUI that is completely customizable and scalable.
Tuesday, November 24, 2009
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