You can also build an on-line knowledge base of answers to frequent questions. The software allows agents to push Web pages to customers, to view the same Web pages with customers and to collaborate with customers on completing on-line forms. Agents access the software by logging in from Web browsers. Your center should have direct inward dial lines so that each agent can log in using a unique phone number. As shown here, White Pajama's software identifies customers from the phone numbers they call from and lets agents view screen pops with incoming calls or messages.
Agents can also view customers' previous on-line correspondence with customers.
The software tracks the knowledge base entries that agents and customers view most often and displays these entries among the answers to the most frequent questions. When you generate reports with White Pajama's software, like those about service levels for calls and e-mail, you can drill down within the same report to view information for agents, groups of agents or methods of communication. You can also drill down within an annual report to see breakdowns for months or weeks. White Pajama is also rolling out a nationwide service that routes all calls over an IP network, including circuit-switched calls that come in through your phone switch. At press time, the service from White Pajama was available in the Chicago, Dallas, New York and San Francisco metropolitan areas.