With cloud powered workflows for every interaction, you can delight clients while also empowering employees. Finding and retaining pleased clients is essential for all businesses. With an easy-to-use, all-in-one contact center platform, we're making it both economical and straightforward.
ACD is at the heart of the call center, answering incoming calls and determining what to do next. Automatic Call Distribution (ACD) saves your team time by routing calls organized and systematic.
Workforce Management / Optimization strategically optimizes the productivity of employees. This includes scheduling, forecasting, skills management, and employee empowerment.
Learning Management Systems provide new agent training so they are able to get up to speed quickly. They also help all agents with new product & service offerings from your company.
An IVR (Interactive Voice Response) allows customers to receive account information through fixed voice menus when the caller uses their keypad to select an option. More advanced IVRs allow for voice recognition to initiate the caller’s selection.
Your call center agents will be more prepared and effective if you use the correct technologies. In addition, Customer Relationship Management Software enhances customer service by facilitating cross-channel interactions and giving organizations a consistent view of their customers.
CTI is a technique of integrating your call center telephone system to your computer (or computers) that brings up endless possibilities for improving your call center's customer experience and efficiency.
Businesses can use the live chat in the contact center to track consumer activity on the website in real-time and even approach them at strategic moments. For the customer, they get to connect with a you faster using a chat-bot or escalating to a live agent chat.
Many customers still choose to contact customer service via phone. The phone is the most popular customer support channel; but incorporating email within the rotation queue of calls, allows for faster response to clients.
In contact centers, desktop analytics are critical for quality management. Supervisors can replay agent/client interaction, to see if the agent keyed an order incorrectly or did not utilize the applications properly. This helps with training, new agent attrition, and incorrect orders or service.
Auto, predictive, and progressive dialers allow for outbound calls to be made at a rapid pace. Dialers can be highly effective to reach many people, very quickly. However, it is critical to have the correct dialer based upon who and how you’re making outbound calls.
Contact center managers, supervisors, and executive management rely upon reports to make business decisions. Reporting correctly and accurately, provides insight to the pulse of the customer and contact center. Knowing what is or isn’t happening within the metrics is mission critical. Pulling reports easily, quickly, and with the right data is the foundation of good reporting.
In a call center or other business, silent monitoring allows a supervisor or other people to monitor a call. As the name implies, silent monitoring is undetectable by both the call representative and the customer on the other end of the line.
Being able to tell when a customer call is escalating in the wrong direction, or when an agent is using language that is not acceptable is just a portion of Speech Analytics. It also listens for key words or phrases a customer may use, and then through AI, allow an agent to recommend other options.
Computer science provides the ability of intelligent machines which work and react like humans. Some of the activities computers with artificial intelligence are designed for include: Speech recognition, Learning, Planning, and Problem solving. Listening to a customer who is not happy, can send an alert to a supervisor to potentially listen in and help an agent.
Tracking and recording the key agent analytics, allows you to measure performance of both teams and individuals. Cutting edge contact centers transform these boring numbers and goals into a game. It has shown that agents increase their engagement and improve performance based upon competing with their peers in the age of contact center Gamification.
A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. A virtual agent may also refer to a contact center or call center customer service agent that works from a remote location outside of an organization’s physical building.
It is critical in today’s market that businesses manage and monitor their social media accounts. Many of their clients are looking to these outlets to see what’s new or looking for key contact information or products. It’s also an outlet many use to express their views of a product, service or company – good or bad. Having a strategy around this and your contact center is critical.
More and more customers are wanting to interface with others via text message. Now is the time to incorporate that into your contact center if you haven’t already. You can’t have agents text on their own cell phones, so you need to have a platform that allows you to have your brand message, and track messages, with your customers and prospects.
Agents can view websites and the live clicks a prospective customer is looking at, and can even share or suggest additional webpages or links. Many times retail customers are searching for a coupon or maybe even a better deal at a competitor.
A multi-channel contact center who interacts with prospects and clients over several touchpoints. This could be phone, email, text, or even social media. Blending these to the contact center, allows for customers to interface with agents how and when they want.
We’ll meet with you and your team to discuss how you’re currently operating, what challenges you’re trying to overcome, and to gain a detailed view of your operations. Along with your criteria, budget, and timeline; a strategic direction and plan will be provided.
A detailed outline will be presented in the form of a deliverable. It will include the current challenges, impacts of statuesque, options to consider, and specific outcomes if acted upon.
A dedicated project team will be assigned to review the strategic plan and map out the timeline and processes needed to have a successful implementation. There will be tasks on your end and our end that will need attention, in order to have a fully implemented solution.
We measure the results and performances of the contact center; after implementing the strategy, we will plan and make adjustments based on results. We manage, maintain, and keep ahead of your company's contact center operating efficiency as needed for success.