So easy to use, no formal training was required
Though their previous software met their basic contact center needs, it was difficult to use and required multiple supporting applications to offer all of the necessary capabilities. Agents struggled to find relevant information during customer engagements and were often forced to reconfigure settings before they could begin making and taking calls.
Sarah Lawes, Sr. Director of Workforce Management & Analytics, has been with iPacesetters for three and a half years and spent much of her recent time struggling with disparate contact center solutions. The issues with their software were costing the company hours of agent downtime every month and wasting valuable time for Sarah and other contact center administrators.
iPacesetters had worked with Connect First for several years and knew their newest product, CF Agent, was the answer to their needs.
As Sarah and other administrators at iPacesetters began implementing the new CF Agent software, they were quickly impressed at the platform’s usability and simplicity. While training agents at one of the first locations on how to use CF Agent, Sarah stepped out to take a call after training just a few agents. When she rejoined the group a few minutes later, these agents were up and running and already had a number of additional agents on the platform and ready to take and make calls.
“After that, we just sent a link to the software to the other contact centers,” Sarah said. “They said, ‘It’s easy, we don’t need you to train us.’ There really was no formal training.”
The remaining contact centers were able to implement the software themselves, significantly reducing training time and the amount of work needed from Sarah and additional platform administrators. Within three months, all of their contact centers and nearly 700 agents were trained and using CF Agent without significant agent downtime or any major hurdles.
“It's a breeze to navigate through, there's really nothing to it. It just goes,” said one iPacesetters agent.