Jones/NCTI has introduced LogiCall Smart Path, a decision-tree methodology screen guide that directs contact center agents through a series of questions and answers, enabling them to resolve customer inquiries and issues.
Accessed through an agent’s desktop, LogiCall Smart Path gives agents the ability to make real-time decisions for resolving problems, the company said, while standardizing and insuring accurate resolutions across the organization. It also eliminates the time and expense of incorrect diagnoses and miscommunications and reduces the length of call times by keeping the call more focused, Jones said.
Smart Path’s administration screen allows company administrators to create and edit text, modify fonts, insert links and manage processes, including billing, sales and troubleshooting flows.
LogiCall Smart Path can also integrate with other applications currently used by employees.
A reporting component is available to help refine troubleshooting processes based on the actual types of calls being received. Also, since data can be broken down to an individual agent level, the company said that the reporting function can be used to support the coaching of individual agents.
“Service providers who have used the new LogiCall Smart Path say that it significantly reduces the amount of time spent on troubleshooting training,” said Robyn McVicker, president of Jones/NCTI. “They also report that new agents in particular benefit from the tool by increasing their confidence and productivity levels. All agents can be trained to use this powerful tool in minutes, insuring consistent and efficient performance throughout the company.”
Features of LogiCall Smart Path include:
- Session ID – Captures the slides viewed by an agent on each call
- History Navigation – Displays each slide viewed during the current session
- Information Aids – Presents agents with easy access to documents and other helpful resources
- Session Notes – Provides agents the ability to record information about a specific session.