BUFFALO, N.Y., May 4, 2015 (GLOBE NEWSWIRE) -- Castel Communications, LLC, today announced their sponsorship of CRS2015, an educational conference providing techniques, strategies and resources for maximizing collection and recovery industry professionals. The event will be held May 6 – May 8, 2015 at the Four Seasons Hotel in Las Vegas.
Call Centers design their own goals and expectations to deliver customer service excellence on each and every call. Ensuring agents deliver best in class services means quality assurance monitoring on every call. Castel Detect™ monitors 100% of calls and provides key information directly to the agent and management teams, assuring the business that risks and opportunities can be addressed while the customer is still on the call.
As live monitoring of calls is a key differentiator of Castel Detect™, its analysis must be accurate and actionable as the call is in progress, thus seriously influencing agent behavior and call outcome.
Castel Detect™ monitors the presence and/or absence of business events and provides actions such as:
- Agent reminders, alerts, and traffic lighting that assist agents in making next best steps with customers
- Agent call control, using preemptive techniques (coach, monitor, and barge) to help agents requiring assistance while on the call
- Event triggered scripting to reinforce proper call handling and compliancy
- Call scoring accessible by the agent, providing intuitive feedback on performance
Attendees of the conference are invited to stop by booth #18 and learn more about Castel Detect’s™ ability to help businesses deliver proven customer service excellence and call quality.
About Castel: Founded in 1982, Castel designs call center software, services and solutions engineered for businesses. Castel listens, learns, plans and partners with companies to define and realize their future. For more information, news and perspectives from Castel, please visit Castel Newsroom at http://www.castel.com/category/newsroom/.
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Media Contact: Castel Communications LLC Anne Pacifico, +01.800.657.8215 email@example.com