ASC adds e-mail response management.ASC ASC Ambulatory surgery center, see there , a provider of communication recording and quality monitoring solutions for contact centers, financial institutions and public safety and government organizations, has announced the addition of e-mail response management A set of applications for managing large amounts of e-mail from customers and prospects. Such systems distribute the messages to appropriate users and agents and keep track of their responses to ensure requests are answered. They also provide detailed metrics of message volume and response times. (ERM (Enterprise Relationship Management) An umbrella term with many shades of meaning over the years. It may refer to the management of information from any or all of an organization's customers, suppliers, business partners and employees. ) to INSPIRATIONpro, its quality monitoring solution. ERM systems automate To turn a set of manual steps into an operation that goes by itself. See automation. e-mail acknowledgements and responses to standard customer inquiries. They minimize workload in a multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple environment and help ensure a high-quality, well-written and credible response to customers. When integrated into ASC's quality monitoring software, INSPIRATIONpro, they allow systematic and standardized standardized pertaining to data that have been submitted to standardization procedures. standardized morbidity rate see morbidity rate. standardized mortality rate see mortality rate. monitoring with identical evaluation templates for all media types, including voice, e-mail, fax and computer screen. INSPIRATIONpro now works with a range of ERM systems, including the popular "Mailminder" from Xtramind. When the products are integrated, supervisors may monitor agents "cross channel," by reviewing calls, e-mails, faxes or mailed correspondence. This broad examination helps supervisors generate more accurate reports and pinpoint agents who may be better in one media type than another. [ILLUSTRATION OMITTED] INSPIRATIONpro offers flexible templates used for evaluation and scoring, and agents may train by listening to their own calls. Remote playback lets supervisors directly access calls through a WAN connection and a browser-based interface. The product uses the industry-standard Crystal Reports as its reporting engine, and an evaluation wizard customizes and reflects the supervisor's requirements in an easy and intuitive manner. www.asctelecom.com |
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