Call
Centers - Catalog
MITEM provides a software
solution for catalogers and direct merchants that extends
the legacy or mainframe-based order-entry system without
having to replace or modify it. The solution provides
a graphical front-end to the order entry system that
lowers call center operating costs and increases revenue
from order taking.
MITEM's call
center solution for catalogers is proven to deliver
results in the demanding high-volume call center environment.
These
results are realized by:
- Optimizing each interaction with immediate access
to comprehensive customer information from any system(s)
- Significantly reducing training time for new permanent
and seasonal agents
- Enabling consistent customer service across all
communication channels, including telephone, the Web,
email, fax, text-based chat, and voice over IP.
Example
of a GUI front-end to a mainframe order processing system
The MITEM solution has a rich user interface and enhanced
functionality that streamlines the agent's workflow
for phone calls and other service handling. The proven
design increases customer satisfaction by quickly transforming
every agent into an expert user. It provides automated
workflow, improved ease of use and real-time integration
with the legacy order entry system.
MITEM's call
center solutions and applications provide the following
benefits to retail catalog companies:
- Promote smoother interactions with customers by
improving screen flow to
match agent-customer interaction
- Improve customer service agents' efficiency and
performance
- Relieve the resource constraints
caused by seasonal fluctuations
- Enhance existing system applications to adapt to
changes in technologies at a fraction
of the cost of replacing such systems.
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