What is a screen pop in a contact centre?
A screen pop in a contact centre is a valuable tool designed to streamline customer interactions and enhance the overall customer experience. When a customer reaches out to the contact centre, whether by phone, chat, or email, the screen pop feature automatically retrieves and displays relevant customer information on the agent’s computer screen. This information is drawn from customer relationship management (CRM) or contact centre software systems, and it includes details such as the customer’s name, contact history, account information, and any outstanding issues.
Contact centre screen pop’s provide agents immediate context for the customer interaction. When customer information pops up on the agent’s screen, it eliminates the need for agents to search for this data manually, which can be time-consuming and disruptive to the conversation. Instead, agents have instant access to important customer details as soon as the interaction begins. This allows agents to tailor their responses, offer personalised assistance, and resolve issues more efficiently.
They also significantly reduce call handling times, as agents can address customer needs with greater speed and accuracy. By presenting relevant information in real time, agents can proactively address the customer’s enquiries, potentially resolving issues on the first contact. This not only improves customer satisfaction but also contributes to the overall efficiency of the contact centre.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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