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Meet KPIs like customer satisfaction (CSAT), net promoter score (NPS) and first contact resolution (FCR).
Improve every customer’s experience with a call routing strategy that connects them to the best resource for their needs.
Give your customers the customised care and attention they expect.
Speed up successful customer journeys with skill-based distribution that saves time for agents and customers.
Propose callbacks if wait times are too long.
Enable agents to become specialists handling specific interaction types, improving agent experience.
Streamline your conversations and reduce average handle time (AHT) with routing software that enables accurate pre-qualification.
Optimise your operations to increase efficiency and reduce average handle times.
Finetune your call routing strategy to connect your customers to the agents ideally suited to help them.
Understand the nature of customer interactions to achieve swift resolution.
Respond to customers’ online activity with automated prompts to chat with a bot or agent.
Industry: Express delivery
Industry: Financial Services and Insurance
Industry: Public Sector
Intelligent routing software makes life easier for both customers and agents. As the engine of our CCaaS solution, it is key to high customer satisfaction, rewarding agent experience and maximised operational efficiency.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.
What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?