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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 routing strategy that connects them to the best resource for their needs.
Give your customers the customized 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.
Optimize your operations to increase efficiency and reduce average handle times.
Finetune your 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: Logistics
Markets: France
Industry: Retail
Industry: Financial Services and Insurance
Industry: Automotive
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 maximized operational efficiency.
There are hard and soft costs associated with contact center turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.
Contact center agents want to learn the craft of customer service, gain new skills and develop professionally. If they aren’t improving, then they’re moving. Upgrading your contact center’s technology will give agents the chance to upgrade their portfolio of skills while also minimizing stress and maximizing engagement from customers and agents alike.
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 recognize 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?
