ASC Installs eCoaching Solution for Gizmo Corporation
August 08, 2008
), a provider of innovative solutions to record, analyze and evaluate communications, has installed its integrated recording and quality monitoring solution, INSPIRATIONcompact, at Gizmo Corporation Ltd.
This Australian firm provides comprehensive in-home and phone support for a wide range of residential technologies.
INSPIRATIONcompact is used by Gizmo to perform agent coaching tasks and to coordinate marketing messages and product positioning. It helps to analyze Gizmo’s CRM system and has led to three separate upgrades, improved workflows and reduced average handling time.
The solution also offers user-friendly features and training support that includes free seating for agents, browser-based design, bookmarking and the ability to embed remarks in recorded calls.
Troy Fox, CTO of Gizmo Corporation, said in a Friday statement, “Gizmo is a relatively young company, and the capability of INSPIRATIONcompact to expand and adapt to our growth surpassed all our expectations. The solution let us pinpoint the areas needed for agent training and even helped managers outside of our contact center identify areas they could improve.”
Gizmo Corporation experienced significant growth in its first year, growing from 13 to 50 agents. The modular architecture of the product enables Gizmo to select and add new features as needed depending on future growth.
The solution also handles the increased volume of calls as its dynamic recording mode covers a larger number of agents with a limited number of channels through an automatic rotation process.
The design of the system makes it compatible with Gizmo’s Mitel IP phone system and this will allow access from remote Mitel TeleWorker handsets. It will also work the company’s Microsoft (News
) Dynamics CRM, Microsoft Dynamics GP and Microsoft Office Communications Server.
Australian-based Gizmo Corporation provides comprehensive in-home or phone technical support for a wide range of technologies used in the home. The company was formed in an effort to facilitate computer use and related devices to ensure the most fulfilling inclusion of electronic equipment in its clients’ everyday lives.
ASC focuses on providing solutions that reveal vital information to enable companies and organizations to significantly improve their value creation. As a result, contact centers enhance customer service, efficiently deploy staff and increase productivity.
The installation of the INSPIRATIONcompact solution for Gizmo helps to promote one of the key fundamentals within the contact center – agent coaching. This capability is essential to ensure that the agent has the training and support that he or she needs in order to perform the job as expected and deliver the level of customer service that is demanded.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan�s articles, please visit her columnist page.
A clear priority on coaching is proven to deliver a reduction in agent attrition and a reduction in overall costs. The end result for the contact center far outweighs any capital investment upfront.