Contact Centres
Your contact centre is an important link between you and your customer’s experience. A well thought out contact centre strategy can have a resounding impact on your image and allow your customers to interact with your organisation in a meaningful way.
Interaction Routing
The way customers interact with your business is vital to delivering a quality customer outcome. Uniform business rules across inbound, outbound, email, sms and web chat give you the information required to make informed decisions about your routing strategy and allow for differentiated customer service based on varied business criteria.
Business Reporting
Reports deliver vital information on your contact centre’s performance. The challenge lies in delivering the right report to the right person. Careful design of reporting rules will ensure that you are able to express the value of the contact centre throughout the organisation with relevant and on time analysis.
Call Recording
Be it for legislative compliance or for improving the quality of customer interactions, call recording is a vital part of the modern contact centre. Keywords can be searched and agents can listen back to their conversations for learning purposes with the added benefit of screen capture to assist with training.
Quality Management
Quality Management tools allow you to understand your brand perception in the market based on your contact centre interactions. It provides an executive level view so that the appropriate decisions are made when necessary, it is very useful for trainers to ensure agents have the appropriate level of knowledge, language, attitude, company values and general call demeanor.
Workforce Management
Workforce Management (WFM) solutions enable optimisation within the contact centre in order to balance operational efficiency with customer satisfaction. WFM gives a granular account of interaction volumes within the contact centre so that workforce planners are able to ensure the correct resources are deployed at the right time. It provides instant notification of deviations from the schedule and streamlines the interactions between manages, supervisors and agents.
Call Automation
Call Automation or ‘self service’ gives the control of the interaction to your customers, enabling them to interact with your business in a way which suits them, while increasing the operational efficiency of your contact centre.
