Knowledgeable agents are among the first prerequisites to running a thriving contact center.
According to Talkdesk, the top two priorities for any consumer reaching out to a contact center are getting their problems solved quickly and accessing personalized service.
Screen pop supports contact centers in achieving both objectives.
What Is Screen Popping?
Screen popping is a computer telephony integration (CTI) solution that connects telephone systems to a contact center agent’s computer interface and fetches information about the caller that “pops up” on the screen.
Typically, screen popping displays the following information categories:
- Caller name as per the caller ID
- The caller’s number through automatic number identification (ANI)
- Any information the caller might have entered into the IVR system
Today, it is possible to extend CTI to numerous third-party applications like your CRM, marketing databases, CDP, etc., so that agents can access a wealth of information from their computer screens. This makes screen popping a powerful tool for elevating customer experiences in the contact center.
Many CCaaS providers have a screen popping solution that connects with CRM systems such as Salesforce, HubSpot, and Zoho.
Interestingly, Microsoft Teams now offers a CRM integration that enables screen pop for employees outside the contact center to interact with customers.
How Does Screen Popping Work?
Screen popping is essentially an automated workflow that enables data exchange across disparate systems (i.e., telephones and computers) in the contact center.
Such a workflow typically starts in an IVR that links with a CTI server. Once the call comes in, the server immediately detects it and makes an entry. The IVR updates the CTI call records with whatever information the caller enters and data fetched from the caller ID.
Next, the caller transfers to the queue, even as the CTI server sends the information recorded to the agent’s workstation.
Notably, the agent must have a software client locally installed to receive and present the information for consumption.
Finally, the agent views the information as a screen popup when the call transfers to them from the queue.
5 Benefits of Screen Pops for Today’s Agents
Providing agents with access to the correct information at the ideal time boosts productivity and efficiency in the workplace.
However, screen popping solutions have become increasingly crucial in recent years. After all, customers have become increasingly impatient, journeys have evolved, and employees have come under increasing pressure.
Moreover, screen popping can:
1. Improve Agent Experience
According to Calabrio research, a third of contact center agents feel stressed multiple times per week.
Complex environments and customer service strategies that require endless research and data collection from agents can lead to increased frustration and damaged employee experiences.