A GUI (graphical user interface) is a system of interactive visual components built into computer software. They use icons, menus, pick lists, and point and click drop-downs to let users manage actions within systems.
Graphical user interfaces such as those on customizable agent desktops, reporting tools like wallboards, and event ticketing systems make it easy for a user to understand and activate features. Graphical user interfaces (GUI) in contact center software let regular business users without software programming experience perform actions without the need to write a single line of code.
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Eliminate the hassle of toggling between screens when time is of the essence and present agents with the information and context they need to succeed from a single window.
Interactive guides and decision trees make this process even simpler than it sounds with just a couple of clicks.
Knowledge management tools are one of the essential ways contact center agents can facilitate faster and more personalized experiences. According to Microsoft, 72 percent of customers reported that when they reach out to a customer service team they expect the agent they are interacting with to already know who they are, what they have purchased, and have insights into their previous engagements. So customer expectations are higher than they’ve ever been before.
Call calibration is an important strategy to ensure managers, supervisors and QA teams are able to effectively evaluate agent performance and improve customer service.To continue the metaphor from above, call calibration makes sure everyone is using the same tape measure when conducting quality assurance.
Today the onboarding process looks a lot different than even a year ago. As call center management teams embraced remote work and distributed team models, the training process also took on a different look.