LogiCALL ®SMART PathTM is a decision tree tool and unified desktop solution designed to improve the efficiency and effectiveness of employees.
Primarily for call center agents, the decision tree tool directs employees down the shortest path to an accurate resolution on a consistent basis. The flows that drive employees down a specific path are created and maintained by the client via SMART Path's administrator tool. These flows can be as basic or as advanced as the client would like, including integrating with other applications.
It is the integration of LogiCALL SMART Path with other applications that creates the unified desktop solution. This integration can help LogiCALL SMART Path clients reduce the number of applications in which an employee must be proficient. This can be achieved in two ways:
- Linking from SMART Path to the other applications. In this scenario, the other applications are running in the background without the employee needing to physically open them. In some cases, the agent may not even be aware of the other applications being accessed or used during these processes.
- Replacing the functionality of the other applications with flows in SMART Path. This scenario eliminates the need for the other applications altogether by asking questions and performing tasks in the flows that previously would have been completed in the other applications.
Regardless of whether it is used as a decision tree tool or as a unified desktop solution (or somewhere in between), LogiCALL SMART Path helps expedite and shorten calls, making employees more efficient. It can also have a positive impact on training by reducing the amount of time that must be spent on teaching employees how to use other applications.
While there are many scenarios in which LogiCALL SMART Path can provide value to a client, two primary situations stand out:
- New employees. Environments where new agents are being hired on a regular basis present an excellent opportunity for LogiCALL SMART Path to deliver significant value. Because LogiCALL SMART Path reduces the need for an employee to memorize everything, it creates an oportunity for training time to be reduced and employees can become productive more quickly.
- Large amount of changing information. Situations where the volume of information and knowledge that an agent must possess is significant or changes frequently are also excellent opportunities for LogiCALL SMART Path to provide considerable value. By keeping the content in LogiCALL SMART Path current, companies can ensure that their agents, both new and experienced, are delivering accurate information to their customers. This also helps with the delivery of a consistent message.
As a result, LogiCALL SMART Path has a positive impact on both performance and training, regardless of an employees' tenure.