Lassen Sie Ihre Mitarbeiter in den Contact Centern produktiver arbeiten

Wie eine bessere Sichtbarkeit zu besseren Kundeninteraktionen führen kann.

Übersicht

Ihr Contact Center ist ein wichtiger Bestandteil Ihres Unternehmens. Sie benötigen daher Transparenz in allen Kundenserviceaktivitäten, einschließlich der Leistung Ihrer Mitarbeiter und der Qualität Ihrer Kundeninteraktionen.

Sie müssen auch in der Lage sein, Ineffizienzen zu beseitigen, wofür Sie eine klare Sicht auf deren Ursachen benötigen. Und Sie wollen Kosten sparen, indem Sie Ihre Beschäftigtenzahlen auf die sich ändernden Anforderungen anpassen.

Was wäre, wenn Sie all diese Vorhaben erreichen und gleichzeitig sicherstellen könnten, dass die Mitarbeiter und das Management Ihres Contact Centers entsprechend ausgestattet und informiert sind, sodass sie zuverlässig ihre Interaktion mit den Kunden bewältigen können?

Unsere Contact-Center-Lösungen – verfügbar in der Cloud oder vor Ort – helfen Ihnen bei der Einhaltung von Vorschriften und der schnellen Bewältigung von Problemen und liefern außerdem wertvolle Einblicke in Faktoren wie Kundenverhalten, Prozessprobleme und Marktchancen.

Darüber hinaus automatisieren und vereinfachen wir den Weiterbildungsprozess mit Online-Kursen, in denen Ihre Mitarbeiter über neue Vorschriften, Prozesse, Produkte und Programme auf dem Laufenden gehalten werden. Und Sie können alle unsere Optimise-Contact-Optionen integrieren, um die Leistung des Contact Centers zu verbessern und die Kundenzufriedenheit zu steigern.

Empfohlene Produkte

Improve your operational performance and customer engagement with Optimise Contact – available in the cloud or onsite - to make better decisions, increase productivity and improve your customer experience.

Optimise Contact: 

  • uses insight to identify any  inefficiencies, understand root causes and take action
  • makes sure you have the right people, with the right skills, at the right time to help your customers
  • improves your customer experience by reducing handling times and putting your customers through to the employees who can answer their enquiries first time
  • reduces costs by spending less time on dispute management with recorded calls and identifying and correcting any inefficiencies with call analytics.

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Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.

Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).

With Auto Contact, you can have:

  • state-of-the-art text and speech recognition, powered by natural language
  • dynamic personalisation that presents menu options based on likely user intent.

Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.

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You need to make sure that when a customer calls, they get a response first time, every time. If you fail, you could lose them.

Inbound Contact:

  • makes it easy for your customers to get in touch with you, no matter where they are, with easy to remember phone numbers that stay with you for as long as you want them
  • makes sure no call goes unanswered by bringing together your disparate contact centre sites from across the globe into one single, virtual operation
  • offers your customers an alternative to calling, by giving them the option to self-serve and get an immediate response to their simple enquiries.
  • gives your customers a seamless service.

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How your customers feel about you depends on how their experience of you matches their expectations.

Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.

By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.

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Get in contact with one of our experts to discuss your needs

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