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Management
• Improved call center operations: HP eXchange Administration software provides multiple managementlevels and access rights to help supervisors monitor and control call center performance; real-time graphical displays of critical information, such as agent/group states, hold times and queue management statistics, andpowerful reporting functions—including an extensive suite of predefined and custom reports—support timely decision making
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Additional information
• Lower costs, increased revenue per agent: using supervisory monitoring as a training tool, agents can betaught as they work; relevant learning experiences decrease training time and increase effectiveness; in addition,statistics culled from real-time data produce actionable intelligence, helping managers better deploy agents,removing or adding them to a shift as needed; hold times are also reduced, leading to increased call completions and, by extension, greater captured revenue
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Technical features
• Position-in-queue announcements: informs callers of their position in the queue so they can better handle delays or considercontact options; position-in-queue announcements further help customers manage any unavoidable response delays and reduce the number of dropped calls
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User productivity
• Improved customer interactions and satisfaction: for fast response to customer needs, inbound calls are efficiently routed to waiting agentsusing any combination of three algorithms (terminal, circular, and longestidle); to help ensure that all responses are from qualified, knowledgeableagents, callers are routed to one of up to 256 ACD groups that organizeagents around the needs of the business—by department, workgroup,and specialties (e.g., language, skills)
