Tata Interactive's (TIS) process guidance tools help reduce average handling time and improve customer experience
Mumbai, IndiaLearning NewsMPS Interactive Systems
TIS' Electronic Performance Support Systems (EPSS) aim to accelerate time-to-competence and implement standard knowledge systems across organizations.
Global leader in learning solutions, Tata Interactive Systems offers Electronic Performance Support Systems that enable organizations to improve processes, set organization-wide standards, and in-turn generate greater productivity from the customer-facing networks.
In any customer-facing or contact center environment, TIS EPSS facilitates prompt decision making by proactively generating the most pertinent information and responses; thereby reducing the average handling time (AHT) and enhancing the customer's experience.
According to Saurabh Mittal, Head - EPSS at Tata Interactive Systems, "The customer service executives are always looking to internalize multiple channels of information; be it product guidance, myriad features, or even rules and regulations. With our process guidance solutions, all this information can be made accessible to any user, in real-time, at the moment of need."
TIS EPSS goes even further; employing human-factor engineering and a high level of compatibility with content management systems it can be easily integrated with third party applications already existing in the organization's networks.
The EPSS offers tools such as process maps which help eliminate inconsistencies in decision making, encyclopedias that offer quick and authoritative reference material, and calculators for rapid and accurate claims calculations.
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