April 1, 2004, 12:00 AM

ShopNBC expedites customer service calls with new training system

A new customer service training tool at ShopNBC has expedited the handling of customer service calls, while a new e-mail management system has slashed the time it takes to answer e-mail.

Kurt Peters

Executive Editor

A new customer service training tool at ShopNBC has expedited the handling of customer service calls, while a new e-mail management system has slashed the time it takes to answer e-mail. “There’s nothing greater than live, instant feedback,” a spokesman says.

ShopNBC is training its customer service agents for its online as well as TV customers with the Click2Coach training application from Envision. Click2Coach is a networked application that lets managers listen to customer service calls while the calls are in progress while simultaneously viewing the same web page activity that an agent is using to help an online customer.

Although Click2Coach doesn’t sit on the web, it captures the same web pages used by customer service reps and displays them on a supervisor’s screen in real time over the corporate network. To activate the system, a supervisor logs onto Click2Coach and chooses from a list of live customer service sessions. The system then automatically places a call to the supervisor’s phone, letting the supervisor listen undetected to the customer service call while receiving an automated view of the same web page, including cursor movements and links to additional sections or pages, activated by the agent.

ShopNBC has used the Click2Coach system with a staff of some 180 customer service reps. ShopNBC is also benefiting from a new e-mail management system, which is helpng it to clear out inboxes daily instead of taking a week or more, a spokesman says. “Now we’re responding to them all within 24 hours,” the spokesman says.

 

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