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Operationalize your customer data to provide personalized customer experiences across all channels while enriching your database.
Get clear, real-time insights into customer satisfaction (CSAT), first call resolution rate (FCR) and average handle time (AHT).
Continuously measure and assess your quality of service to guide your decision-making and ensure customer satisfaction.
Effortlessly add new analytics and monitoring features and functionalities with every spring and winter product release.
Optimize your contact center performance with resource management strategies that help you tackle peaks in volume and enable efficient agent planning.
Ensure quality management and support to drive agent performance and customer satisfaction.
Adopt a data-driven approach that operationalizes your customer information.
Capture all your vocal interactions for easy transcription and analysis.
Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact center agent performance.
Empower your agents with the flexibility to schedule, swap and bid for shifts.
Industry: Healthcare
Markets: Benelux
Industry: Retail
Markets: France
Markets: Benelux France
Industry: Logistics
Markets: Asia Europe South America
Markets: Europe
Industry: Media & Entertainment
Industry: Public sector
To improve the performance levels of your contact center, adopt a data-driven approach that tracks the right KPIs while fostering collaborative agent support that enables quality control and supervision.
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.
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