Tags: Improve Customer Experience

Posted: 12/11/2014 - 11:46 | Inova Solutions

Cox Communications began providing key real-time metrics to agents and center managers about ten years ago to allow them to “react quickly…and to improve responsiveness,” according to Monterio Woodson, the director of Customer Management Systems. By utilizing Inova LightLink, real-time metrics are retrieved from the ACD system and then shared with employees using Inova OnAlert display systems.