Requesting basic information, then tracking down a user or issue record consumes time. It can also be tedious and frustrating. Screen Pops save everyone involved a little time and patience, and let your agent and the caller get right to the issue itself.
But there are greater long-term benefits. Allowing your agents to spend more time focused on issue resolution and less on collecting data results in increased efficiency, effectiveness and overall productivity.
When customers and their issues are recognized quickly, a higher level of service can be achieved. There is increased confidence and satisfaction among customers and agents alike.
But the greatest long-term benefit is more accurate reporting. Screen Pops make submitting issues and adding notes as quick and easy as possible. The likelihood that every incoming call is recorded increases. Greater visibility into the real value of service is available—including true call volume, number of issues resolved and labor hours spent. With this information in hand, you are better able to allocate current resources and advocate for additional resources when needed.