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by Glenn Abel, President, Covington Creative, LLC March 11, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Suppose a client calls a company’s 800 number, and the call routes to the agent assigned to the client’s account. However, the agent has stepped out for lunch and the client receives voice mail. Instead you could use communication-enabled business processes (CEBP). See how it gives agents the ability to identify the status of other agents and based on that information, take appropriate actions, including transferring a call with the business context in real time. 


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by Glenn Abel, President, Covington Creative, LLC December 8, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
The Employee Interaction Center (EIC) provides unique challenges for implementing screen pop, the automated display of a caller's data on the agent's screen. Learn how to overcome them and achieve efficient call handling in your organization’s HR shared services contact center.