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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.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
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.
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?