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Siebel Call Center User Guide > Contacts >
Business Scenario for Contacts
The Contacts screen and related views help call center agents to assist customers in a timely manner. For example, customers may telephone a call center to place a service request for a product. Agents typically follow these basic steps when a customer calls with a service request:
- Verify that the database contains contact information for the caller
- Gather profile information about the caller and the needed service
- Provide the needed service
- List needed or completed account activities
- Perform any necessary follow-up tasks
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Siebel Call Center User Guide Published: 18 April 2003 |