All incoming customer communications on branded channels, including Facebook, Twitter, Google+, and Youtube, as well discussion forums and contact forms across multiple touch points, were integrated and prioritized on
the Brand Embassy platform, using some pretty nifty rules and calculations.
Post are automatically distributed to active contact center agents, based on who’s available. The Brand Embassy Intelligent Workflow Engine helps minimize reaction times and eliminates face palming duplications of effort.
Daily automated KPI reports are delivered right to
a manager’s inbox. All reports contain qualitative and quantitative reports, agent specific as well as general, with all key SLA metrics included. Who’s having a good day?
It’s easy to find out.