Quick Links

Mobile Security Industry News

[March 29, 2012]

3CLogic Announces New Management Tools for Effective Monitoring of Home Based Agents

Rockville, MD, Mar 29, 2012 (PRWeb.com via COMTEX) -- Many businesses are turning in their traditional outsourced support lines for onshore support branches, overcoming the challenges of finding and retaining qualified staff to handle demanding call volumes.Remote agents working from home are considered to be a very attractive alternative to off-shoring. Multiple features such as a discreet barge-in option, real-time agent dashboard screen shots, performance reports and access to historical and real time recordings allow supervisors to thoroughly manage their agent efficiency and productivity. A new set of management tools offered by 3CLogic, allows supervisors to view snapshots of their agent's dashboard screens to ensure maximum efficiency.

3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), is proud to provide businesses with a comprehensive set of tools and functionalities to assess customer service and sales representative performance. Managers can leverage the easy to use monitoring tools such as the 'barge in' feature to drop in on a representative's call with a customer and assist them on the interaction. Similarly, managers and supervisors can reap the benefits of having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.

For new representatives, it is crucial to make sure that all training is administered thoroughly before they start assisting customers and answering support lines. With 3CLogic's management tools, supervisors can discreetly listen in to a representative's call with a customer, and quietly coach them through the interaction. This paves the way for success by allowing the supervisors to discreetly point out areas to the representative that may need clarification or guidance.

Gary Miller, Division Leader of USHEALTH Advisors stated, "Managing representatives from any distance can be difficult in terms of monitoring how much time they spend working efficiently. 3CLogic's Cloud based Contact Center software made it easy for us at SHA by providing all of the core essentials to monitor and measure our representatives' performance and efficiency".

"Customers love a positive interaction with representatives that are trained and qualified to assist their needs and inquiries." said Ramana Reddy, Director of Product Management and Client Services at 3CLogic. "With the monitoring tools provided by our software, we enable companies such as US Health Advisors to have a crystal clear insight into all recordings, reports, and calls to measure representative performance".

3CLogic also provides businesses with a live dashboard to view the current status of all active representatives, the number of calls made or received by each representative for the day and the number of sales closed by each representative. The state of the art and simple to use dashboard allows managers to monitor the time that Customer Service Representatives (CSRs) are ready to receive or make calls, talking to customers, as well as the time spent on after- call activities. Similarly, the software allows managers to see how much time their representatives spend away from their computers.

The price of the newest management tools is included in the monthly subscription fee for 3CLogic's cloud based services. Existing customers can take advantage of the new tools directly from 3CLogic portal without additional upgrades or costs.

About 3CLogic: 3CLogic, headquartered in Rockville, Md., offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic's cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

About USHEALTH Advisors USHEALTH Advisors is a wholly-owned national health insurance distribution arm of USHEALTH Group, Inc. The company sells individual health insurance plans and supplementary products underwritten by The Freedom Life Insurance Company of America and National Foundation Life Insurance Company, wholly-owned subsidiaries of USHEALTH Group, Inc. The company is focused on serving America's self-employed and individual insurance market through its career/captive agent sales force.

Read the full story at http://www.prweb.com/releases/monitor/homebasedagents/prweb9341167.htm PRWeb.com

[ Back To Mobile Security Homepage's Homepage ]

Request a Demo

Weekly Demonstration: SAP Mobile Secure
Solution including SAP Afaria Cloud

Free 30-day Trial

Best MDM in the cloud. Best MDM
Analytics. Best MDM price.

Featured Whitepapers

What Is Your Mobile Content Policy? A Checklist for Content Risk Mitigation
We are living in a world that only 20 years ago was the realm of science fiction. Devices once just barely imaginable have become common consumer items, carried casually in pockets and purses, with constantly growing capabilities.

SAP Enterprise Mobility: Bringing a Cohesive Approach to a Complex Market
Mobility and consumerization are creating complexity in the enterprise, but embracing the change can lead to more productive mobile workers as well as better communications with employees, partners, customers, and consumers. The trends in the enterprise mobility landscape drive a need for technology solutions to emerge.

View All

Featured Datasheets

Securing Enterprise Mobility for Greater Competitive Advantage
We are living in a world that only 20 years ago was the realm of science fiction. Devices once just barely imaginable have become common consumer items, carried casually in pockets and purses, with constantly growing capabilities.

Secure Mobile Content Management for the Enterprise
Every day employees move business files onto their mobile devices so they can work at home, on the road, or at client sites. The mobile workforce is a reality, as 80% of employees say they need to access work documents from outside the office.1 Instead of insecure, consumer-based tools, enterprises need a safe, reliable platform for managing content on mobile devices.

View All

Featured Webinar

Mobile Drives Field Service Productivity at Satellites Unlimited
Field service has never been more competitive or faster changing than it is today. Going mobile is a must to stay ahead of the competition, provide improved services, and keep up with ever-increasing customer expectations.

View All

Featured Webcast

End to End Mobility Requirements: IDC and SAP explore the 3rd Platform
A new IDC study states that we're in the midst of a shift that takes place once every 20 - 25 years - introducing a new technology platform that will inspire growth and innovation for enterprises of all sizes. IDC calls it the 3rd Platform - built on mobile devices and apps, cloud services, mobile broadband networks, "Big Data", analytics, and social technologies.

View All

Featured On-Demand Webinar

Analyst Webcast: Secure Content Management in a Mobile Age
Securing and managing content is taking on new importance as organizations try to cope with the explosion of business-oriented file sharing services while at the same time taking advantage of the proliferation of "smart" mobile devices.

View All