Use Case · 24 Apr 2018

Make your contact centre agents more productive

How improving your visibility can lead to better customer interactions.


Your contact centre is a crucial part of your business. So, you need visibility over your entire customer care operation, including your staff’s performance and the quality of your customer interactions.

You also need to be able to address any inefficiencies by having a clear line of sight into their root causes. And you want to make cost savings by having the right staffing levels to meet your changing needs.

What if you could achieve all this while making sure your contact centre staff and management are properly equipped and informed, so they can be confident in their interactions with your customers?

Our contact centre solutions – available in the cloud or on-site – can help you with compliance, faster problem resolution, and provide valuable insight into things like customer behaviour, process issues and market opportunities.

We also automate and simplify training by offering online lessons for your employees to keep up-to-date with new regulations, processes, products and programmes. And you can integrate any of our Optimise Contact options for improved contact centre performance and a more rewarding customer experience.

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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.

Want to know more?

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

Contact a specialist

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