Machen Sie Ihre Kontaktcenter-Agenten produktiver

Wie eine Verbesserung Ihrer Sichtbarkeit zu einer besseren Kundeninteraktion führen kann.

Übersicht

Ihr Kontaktcenter ist ein wichtiger Teil Ihres Unternehmens.

Die Transparenz über den gesamten Customer Care Betrieb - einschließlich der Mitarbeiterleistung und der Qualität der Kundeninteraktionen - ist entscheidend.

Sie müssen alle Ineffizienzen beseitigen, indem Sie eine klare Sicht auf die Ursachen haben. Und Sie wollen Kosteneinsparungen erzielen, indem Sie den richtigen Personalbestand haben, um Ihren sich ändernden Anforderungen gerecht zu werden.

Was wäre, wenn Sie all dies erreichen könnten, während Sie sicherstellen, dass Ihre Mitarbeiter und das Management des Kundencenters richtig ausgestattet und informiert sind, damit sie in ihren Interaktionen mit Ihren Kunden sicher sein können?

Unsere Cloud-basierten und On-Site Kontaktcenterlösungen bieten Ihnen eine schnellere Problemlösung und liefern wertvolle Einblicke in Dinge wie Kundenverhalten, Prozessprobleme und Marktchancen. Wir können die Kontaktmöglichkeiten an Ihre Bedürfnisse anpassen sowie die Schulung Ihrer Mitarbeiter automatisieren und vereinfachen.

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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