Customer experience optimization in the contact centre is all about maximizing your infrastructure and processes to provide an impressive experience for customers and build loyalty and satisfaction. With a high customer satisfaction rate, your organization will enjoy increased opportunities to drive revenue generation and customer retention.
Communicate Via Multiple Channels
Focused on optimizing customer experience for your contact centre, we help you develop a strategy by optimizing channel involvement and processes through the use of technology.
Are you generating enough sales through your customer interactions? Selling shouldn’t be limited to telesales or telemarketing personnel – it can also be performed by customer service officers who typically only handle inbound calls.
How do your customers want to be reached? When is the best time to achieve higher contact rates and efficiently deploy your limited pool of resources? We can enhance your existing contact management capabilities and help you discover insights that will improve your collection campaigns.
How are you keeping up with the various compliance policies? We offer robust and reliable solutions to ensure that your operations strictly comply with the set requirements, such as keeping contact centre recordings within a given timeframe.
How are you efficiently and effectively measuring the performance of your contact centre? Do you have the visibility you need to drive improvement? We offer insight you need to drive improvement using role-appropriate scorecards.
Productivity & Operational Efficiency
Our WFM solutions give you the tools you need to keep skilled staff in all the right places, meeting contact-volume demands at any given time. We can also help you achieve consistent service among your agents by matching QM with eLearning.
With IOT(Internet of Things) and proliferation of mobile devices usage, your customers demand those answers instantly, at any hour of the day and wherever they happen to be in need to meet this business reality.
The entire organization – and especially the back office – makes an impact on the customer experience. Customer query resolution is often entirely dependent on information from other departments. That’s why you need to have the right tools in place to manage, measure and analyze back-office operations, while ensuring a consistent level of service throughout the entire organization.