Améliorez la productivité des agents de vos centres de contact

Découvrez comment l'amélioration de votre visibilité peut contribuer à optimiser les interactions client.

Vue d'ensemble

Votre centre de contact représente une partie essentielle de votre entreprise. C'est pourquoi vous avez besoin de visibilité sur l'ensemble de vos activités de service aux consommateurs, y compris sur les performances de votre personnel et la qualité de vos interactions client.

Vous devez également être en mesure de pallier tout manque d’efficacité en disposant d'une vue claire sur leurs causes initiales. Vous souhaitez également réduire les coûts en planifiant vos effectifs de façon à répondre à l'évolution de vos besoins.

Que diriez-vous de pouvoir profiter de tous ces avantages tout en vous assurant que le personnel et l'équipe de gestion de votre centre de contact disposent des compétences et informations nécessaires pour interagir en toute confiance avec vos clients ?

Nos solutions de centre de contact (disponibles sur le cloud ou sur site) peuvent vous aider à vous mettre en conformité et à résoudre plus rapidement les problèmes, tout en fournissant des informations précieuses sur le comportement de vos clients, les problèmes de processus, les opportunités du marché, etc.

En outre, nous automatisons et simplifions le processus de formation en proposant des cours en ligne pour aider vos employés à rester au fait des nouvelles réglementations, des nouvelles procédures, des nouveaux produits et des nouveaux programmes. Vous pouvez également recourir à l'une des options de notre solution Optimise Contact pour améliorer les performances de votre centre de contact et proposer une expérience client plus gratifiante.

Produits présentés

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

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