Syntora Selected By 1-800-Flowers.com to Improve Call Center Productivity

Agentivity’s dashboard can also be used to display messages of any kind as well as automatic rules-based alerts when agents fail to meet designated performance thresholds as measured by the software’s analytics engine. A special eLearning module allows coaching tips to be delivered directly to the desktop of any agent who is out of compliance in order to proactively address individual performance problems as soon as they are identified.

These capabilities typically yield improvements of 10 to 15% across key performance indicators, helping call centers reduce operational costs and maximize revenues.

“Syntora’s Agentivity will enable our gift advisors to see exactly how they are performing in real time, providing immediate feedback that can help increase their motivation and overall success,” said Connie Adcock, Senior Vice President of Customer Service, 1-800-FLOWERS.COM. “At the same time, the system will make it possible for management to quickly zero in on the agents who need additional coaching so that we can make the best use of our resources. These are valuable capabilities that we expect to help strengthen our customer service as well as our bottom line.”

“Call centers today face major challenges in measuring and improving agent performance, and 1-800-FLOWERS.COM is at the forefront of an emerging trend to address the problem at the desktop through performance management tools,” said Syntora President Henry Lach. “At a time when operating budgets are tight and training budgets are dwindling, a solution like Agentivity can help agents monitor and improve their skills at relatively low cost.”