SMG AgentTrack

Your contact center is a critical touchpoint for building better consumer connections

Delivering a seamless, cross-channel experience has gone from ideal to mandatory— 74% of consumers use three or more channels when interacting with a brand, and 65% would cut ties over a single poor experience. That means your contact center has to provide friendly service and prompt resolution to deliver an optimal experience. SMG AgentTrack gives you the tools you need to ensure this critical step in the consumer journey takes your brand in the right direction.

AgentTrack helps you:

• Integrate contact center reporting with other CX channels
• Monitor and coach agents on key performance measures
• Close the loop efficiently and effectively with real-time alerts