February 23, 2010

Jones/NCTI Tool Boosts Efficiency

Jones/NCTI introduced today its LogiCALL Smart Path, a decision-tree methodology screen guide for contact center agents.

Accessed through an agent’s desktop, the guide directs agents through a series of questions and answers, enabling them to resolve customer inquiries and issues in an effective and timely manner.          

Jones/NCTI said LogiCALL Smart Path provides the tools necessary to enable agents to make better real-time decisions in resolving problems, while standardizing and insuring accurate resolutions across an organization. It also eliminates the time and expense of incorrect diagnoses and miscommunications while reducing the length of call times by keeping the call more focused.
 
Smart Path’s administration screen allows company administrators to easily create and edit text, modify fonts, insert links and manage processes, including billing, sales and troubleshooting flows. It also can integrate with other applications currently used by employees.

“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, in a statement.

McVicker added that the tool has proven especially valuable for new agents.