ACW is just as important as the call itself, especially in the log run for Customer Satisfaction. Below are the aspects, how ACW improves agent performance.


Following up on customer request


Customers tend to have multiple requests or questions. With ACW, agents can proactively document and follow-up on the caller's needs.


  • Team Collaboration
Agents can collaborate with other agents from multiple locations or teams to support the customer by sharing follow-up notes.
  • Supervisor feedback
After a call ends, it is the perfect time for supervisors to have a quick word with agents. They can share reviews based on real-time customer feedback.
  • Taking a breather
You definitely do not want tired and burnt out agents answering your calls when the customer expects a superior service.