Executive Perspective

Improve Call Center Service Levels with Real-Time Coaching

Reduce hold time and after-call work

A sure-fire way to annoy a customer is to put them on “forgotten” hold. What if there was a way to alert an agent in real time that a customer is approaching their tolerance for hold time?

Verint offers call state awareness – a capability of Verint® Real-Time Coaching™. It gives you the ability to alert an agent if they are approaching two key thresholds so you can impact agent actions in real time:
  • Time on hold – minimize to shorten calls and improve customer experience
  • Time in after-call work – ensure agents are back on the phones as quickly as possible

Learn how call state awareness works, often using solutions that already exist in your contact center.

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